Customer Service Officer.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group

MashreqBankJOB DESCRIPTIONJob TitleCustomer Service OfficerDepartmentCCPLDirect SupervisorTeam Leader – DBC operationsJob PurposeTo ensure ‘superior customer service’ by scheduling appointments with the customers, collecting documents, validating authenticity of the documents and sharing them with sales.Key Result AreasTo support Mashreqbank customers with collection of documents relating to personal loans / Credit card / account opening applications.Ensure to be flexible in scheduling appointments with the customers or to meet the expectations set by the sales team in the collection of documents.To manage and monitor the authenticity of the applications and other credit facilities by pre-screening the applications and relating documentation.Identify anomalies if any in the collected documents and highlighting such anomalies to the unit management for onward follow-up / procedural change.Ensure timely follow up with sales team / customers in case of rearrangement of appointments.In case of any complaints from the customers, highlight them timely to the unit management.Provide regular feedback to management on process / service related issues.Ensuring adherence to processes and responsibilities outlined above.Meeting the service standards and turnaround times outline with SLA.Operating Environment, Framework and Boundaries, Working RelationshipsThe job holder has to work across all levels and functions within CCPL.He / She has to work very closely with the sales team for improvement, root cause analysis and provide solutions to complex problems.Decision Making Authority & ResponsibilityThe job holder will not have any authority to approve, deviate from the processes defined. The job holder will act only on referrals from Sales and unit management.He / She should recommend steps to improve customer satisfaction.Knowledge, Skills and ExperienceJob holder shall preferably be a Graduate with at least 1 year working experience in similar areas preferably with either sales or service background.Should possess good customer sense and communication skills.Good command in spoken English, Urdu / Hindi (Arabic is preferred).Good PC skills with minimum knowledge of Windows Excel and Word.#J-18808-Ljbffr