DESCRIPTION

Job Purpose:

Responsible for addressing branch walk-in customer needs, requests, queries, and complaints, in an accurate and timely manner and support CBD Elite RMs and CBD Elite customers.

Principal Accountabilities:

Act as first point of contact in understanding customer\xe2\x80\x99s requirements, queries and assist walk-in customers to select appropriate service.

Ensure to serve the customer with token, and encourage customer o use our digital channels.

Ensure to provide customer statement and letters within TAT

Receive customer requests through Operational CRM eForms & KOFAX and execute for next steps with required original documents.

Account Maintenance activities (EmiratesID Update, Passport Update, Contact Details Update and etc.)

Remittances (Smart Form & Manual Form)

Standing order

Trade Finance service documents

Special Cheque Book requests

Cheque Book delivery & Returned Cheque Book handling (in not centralized branches)

Returned Cheque process handling

Stop payment instructions and execution

CDM ,and ATM cash dispute

Locker visit and maintenance

Contact details update

Statement request

Trade license update

PDC removal request

Support PSAs for the onboarding and/or selling of products to new and existing customers which include products such as, CASA, Deposits, Loans and Credit Cards etc. with using the relevant systems in the branch.

Ensure that all product applications are filled accurately, within the agreed timeframe and all the required documents are obtained and information entered captured correctly in the system to avoid re-work.

Ensure that all customer applications submitted through the system within CBD policy guidelines.

Proactively call existing and new customers and make agreed target number of appointments per week to review customer needs and make sales of other suitable CBD products.

Review customer\xe2\x80\x99s database and explore opportunities for the sales of other suitable CBD products.

Attend all relevant sales and service meetings (as appointed) to review performance and share best practice ideas.

Register customers visiting Safe Deposit Locker, verify signature and accompany customer to the Vault to facilitate the locker access.

Receive, register, and maintain a balance report on a daily basis against the physical stock (Cheque Books, Credit cards, Debit Cards, Returned Cheques etc.) held with BOM (under dual custody).

Service and Quality

Proactively help customers to reduce their waiting time.

Ensure customers are on-boarded (new accounts) and served within prescribed SLAs.

Ensures that all customer problems/complaints/queries are handled efficiently and according to standards and high level of service quality using the Operational CRM System.

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