About this role
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
Job PurposeTo delight internal and external customers over the phone ( inbound & outbound -call back)
• Interact with customers over the phone, chat , email to understand their banking needs. • Provide excellent customer service to achieve customer loyalty. • Resolve problems over the live chat, email or telephone. • Convert sales opportunities in order to meet financial targets. • Clarify and explain procedures and products over the telephone. • Capture and report customer feedback towards continual product development. • To be back up team leader in absence of TL's on floor
Key Result Areas Achieve the required KPI set in term of Adherence CRD AHT Quality score post call suveuy NPS
Key Result Areas (Continued) • 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.
Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued) • University Graduate (preferably with some finance / banking or maths component). • 1 – 3 years experience • Very customer focused • Computer literate • Excellent communication skills • Strong listening skills.