Client Excellence Officer

Currently recruiting for Officer Client Excellence to be based out of their office in Dubai.

Job Details:

The candidate is expected to deliver a first-class customer experience for our Corporate & Institutional customers as well as driving digital adoption amongst customers and driving a self-service approach. In addition, candidates should have a keen eye for making department improvements with a particular consideration for digital. The Client Excellence Officer acts as the front-line for customer communication and cross-selling hence the candidates must be able to sell / cross-sell confidently.
Provides effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries, requests and issues received via iServe our Digital Customer Service Portal related to Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services.

Roles:

Raise awareness on iServe amongst bank’s staff and customers and drive utilization of the platform
Promote the correct approach for logging queries and requests on the platform and not writing directly to back-office functions by customers and front-office staff
Ensure effective coordination with other departments across the bank including Products, Sales, Operations, Trade, Credit, Clearing, Payments, Relationship Management, Branch Network etc. to help answer and close customers’ requests and issues.
Help identify potential product / process enhancements in-line with the requests / complaints being received via iServe and effectively coordinate with other departments i.e. Products, Operations etc, to implement these enhancements
Prepare daily, weekly & monthly reports relating to iServe to share with the Team Leader
Support customers in onboarding onto our products and services by providing the necessary forms and guidance on filling out these forms. Including digital
Hold a full grasp and understanding of the Client Excellence & Service Delivery SOP and always operate in-line with the SOP guidelines.
Hold a good knowledge and experience in Corporate Banking and specifically within the areas of: Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services
Hold a strong knowledge of bank’s Products & Services across Loans, Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services.
Awareness of other banks Product & Service offerings in the market is also beneficial
Handle customers’ requests / complaints logged on iServe in a quick and efficient manner and ensure customers are satisfied with the response and service provided

submission of eForms
Handout relevant digital leaflets and flyers to customers to promote bank Products and Services which are relevant for them.
Advise customers on digital solutions provided by bank and how these could help the customer’s organisation.
Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms.
Effectively identify between the different bank segments and appropriately guide customers on how to be served based on their segments.
Help customers to update their registered contact details as required to ensure they are able to use the iServe platform.
Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling.
Service & Quality

Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.
Record all ideas and suggestion provided by customers on CRM for further analysis and action.
Take active interest in self-development & competencies to hold higher responsibilities.
Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
Log all complaints received from customers on the CRM for routing to the Complaints Handling Unit
3–4 years of experience would be preferred.
Communications skills.
Negotiation skills.
Computer skills.
Good awareness of Technology and digital trends.
Good command of English.
Arabic language skills are very beneficial.
Report writing skills.
Passion for customer service and delighting customers.
Good problem-solving skills & keen eye for making operational enhancements