Customer Service Officer
Job Description
Customer Service Officer.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group
MashreqBank
JOB DESCRIPTION
1 Job Title
Customer Service Officer
Department
CCPL
Direct Supervisor
Team Leader – DBC operations
Job Number
2 Job Purpose
– To ensure ‘superior customer service’ by scheduling appointments with the customers, collecting documents, validating authenticity of the documents and sharing them with sales.
3 Dimensions
Operating Budget
Number of Staff
Capital Exp. Budget
Other
4 Key Result Areas
– To 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.
5 Operating Environment, Framework and Boundaries, Working Relationships- The 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.
6 Decision Making Authority & Responsibility
– The 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.
8 Knowledge, Skills and Experience
– Job 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.
Job Holder
Date
Line Manager
Date
Approved By
Date
