Associate Customer Services

Job Purpose Summary The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group's products and services and encouraging customers to increase their business with the Group. Essential Duties & Responsibilities by Dimensions **A. Shareholder & Financial**: - Proactively market the Group's products to increase sales volume and profitability, and to achieve or exceed set targets and goals. - Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes. - Implements KPI's and best practices for Associate, Customer Services - Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. - Act within the limits of the powers delegated to the incumbent. **B. Customer (Internal & External)**: - Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations. - Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction. - Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention. - To assist customers in all their queries on Bank's product and seek solution to their requests. - Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn around time. - Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives. - Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required. **C. Internal (Processes, Products, Regulatory)**: - Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group. - Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc. - Coordinate with tellers and branch operations staff on an "as is needed" basis to ensure smooth operations, and timely and friendly service delivery. - Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary. - Refer to Manager, Customer Services for any unresolved queries on transactions handled. - Monitors the service standards operational in the branches and looks for creative ways to improve service delivery. - Ensures compliance to internal service quality standards and compliance to audit requirements **D. Learning & Knowledge**: - Possess working knowledge of branch customer service to carry out duties and responsibilities. - Identify related areas for professional development of self. - Proactively identify areas for professional development of self and undertake development activities. - Seek out opportunities to remain current with all developments in professional field. Education and Experience Requirements - Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study), - No years of experience required Required Special Skills - Excellent oral and written communication skills (including report writing) in English and Arabic. - Good interpersonal and presentation skills. - Understanding of the relevant laws, regulations, and practices. - Ability to make decisions and follow through with initiatives. - Personal integrity and self-management. - Planning, organising, and analytical ability. - Results oriented. - Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.