Customer Relationship Officer

Job Purpose

To provide information services to customers, responding to their inquiries about the Bank’s products and services and receive and process customer requests and resolving customer complaints to the required standards in order to maintain customer satisfaction and retain the Bank’s customer base











ACCOUNTABILITIES









No.





Accountability





Description









1.





Customer Support







Act as the first point of contact for walk-in customers in the Branch and provide consistent and accurate product information and service; to proactively resolve customer issues/complaints to the required standard









2.





Administration





Maintain updated customer and account information by recording the details in bank system (Itqan) and to ensure adherence to cut-off time and deadlines for the various customer transactions to ensure that all data is recorded and transactions are processed in line with the required standards









3.





Policies, Processes, Systems and Procedures





Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that the work is carried out to the required standard of service to customers and stake holders









4.





Self-Management





Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance









5.





Customer Service





Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

Minimum Experience





At least 2 years of experience in a similar role in a financial institution









Minimum Qualifications





High School Degree









Professional Qualifications





N/A









Knowledge and Skills





Basic MS Office