About this role
MashreqBank
JOB DESCRIPTION
1Job Title
Personal Banking Advisor
Department
Direct BankingCenter
Direct Supervisor
Team Leader - Direct Banking Center
Job Number
2Job Purpose
- To delight internal and external customers over the telephone.
3Dimensions
Operating Budget
Number of Staff
Capital Exp. Budget
Other
4Key Result Areas
- Interact with customers over the phone to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the telephone on the spot.
- Convert sales opportunities to meet financial targets.
- Clarify and explain procedures and products over the telephone.
- Capture and report customer feedback towards continual product development.
- Operates in a Call Centre environment where the interface with customers is over the telephone.
- Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
- Mostly related to explaining procedures or providing information regarding retail banking products.
- Also involves root cause analysis and reversals of charges and fees when necessary.
5Operating Environment, Framework and Boundaries, Working Relationships
6Problem Solving
7Decision Making Authority & Responsibility
- Limited to certain functions which enable on-the-spot problem resolution.
8Knowledge, Skills and Experience
- 1-3 contact center experience
- University Graduate (preferably with some finance / banking or maths component).
- Arabic and English .
- Very customer focused.
- Computer literate
- Excellent communication skills
- Strong listening skills.