إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
إرفاق
وصف الوظيفة
Job Purpose
Responsible for provision of customer service and sales support to the Excellency clients by:
• Meeting agreed service standards
• Ensuring seamless transaction processing and service delivery
• Provision of support to ensure Sales targets are achieved
Main Tasks & Responsibilities
Customer Service & Transaction processing
• Ensure that Excellency offers the best ‘First Class Service’ in the market
• Conducting EOD-BOD checks on all transactions
• Ownership of portfolio vis-à-vis front-end service and account management
• Problem/complaint resolution to be at 99% within TAT
• Respond to all phones within 3 rings in a polite and friendly manner.
• Record all messages and ensure call back response to caller is done within the same day within the 15 min TAT.
• Track all maturities and contact customers and record action. Reviewed on a monthly basis
• Ensure all KSIs are at 100% levels; Escalate all transactions not meeting TATs
• Ensure all MIS and reports are maintained
• Weekly off day handovers are complete vide documented emails
Attrition management
• Ensure that attrition levels are kept within 5%
• Root cause analysis for account closures
Portfolio Management
• Generating 3 hot leads per month ( e.g. bank assurance/FDs)
• Daily check on TOP 5 client accounts
• Sensitive Client Calling to the top 20 clients
• Ensuring respective RM Client Contact Plan MIS is submitted within deadline to the Unit Manager
Operational Health & Compliance
• Ensure all KYC and Compliance procedures to be complied with and adhered to in transaction processing
• Ensure all customer instructions are authenticated
• TDSS (Time, date, Stamp, signature) all client instructions
• Signoffs are as per authority grid
• Compliance training/awareness is in place
Personal Development
• Competency Levels of ROs are tracked and are in line with the business requirements
• Ensures that they are appraised on a regular periodic basis
Team work/Training
• Attend at least 6 man days of training in the year
• Be an effective team player and display the brand values in day to day interaction with internal and external parties
• Submit at least one idea/initiative for a process improvement/change every quarter
• Ensure team is staffed on off days /product end days and month ends.
المهارات
Background Knowledge & Experience.
Minimum Education level required:
• Graduate/post graduate degree
Professional Qualifications
• Certificate /Diploma or Degree in financial advice
Work Experience
• 2-3 years experience in banking operations
• Exposure to front end (customer facing) functions in the service industry would be an added advantage
Attributes required for the Job
• Understanding of banking industry
• Understanding of banking process