Customer Service 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 - 

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 organizational 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.

EXPERIENCE, QUALIFICATIONS & COMPETENCIES -

• Minimum Experience - At least 2 years of experience in a similar role in a financial institution.

• Minimum Qualifications - High School Degree

• Knowledge and Skills - Basic MS Office