Contact Centre Voice & Chat Specialist (Emiratised Role)

Contact Centre Voice & Chat Specialist (Emiratised Role)

RAKBANK, also known as the National Bank of Ras Al-Khaimah, is a Public Joint Stock Company based in the United Arab Emirates (UAE). It was founded in 1976 and is one of the oldest banks in the UAE. The Bank operates within retail and corporate banking, offering a range of services including personal and business banking, credit cards, loans, investment services, and wealth management.

In recent years, the Bank has achieved significant milestones, including being named one of the world's best banks by Forbes ME (2022) and awarded UAE's SME Bank of the Year by the Asian Banking and Finance Awards. The Bank has been successful in achieving the highest profitability and lowest cost of risk since 2015. It has also seen significant growth in its acquiring business, card spending, and business loans.

Being on a transformational journey, in partnership with Honeywell, RAKBANK has also taken steps towards sustainability by reducing its overall energy consumption.

We are a diverse team comprising over 3,000 employees from across 58 countries. We make conscious efforts to build talented and diversified teams and encourage people to develop their full potential. We are committed to providing a working environment that promotes work-life balance, career development, recognition, and security for the future.

In line with our strategy, a major part of our transformation journey is to future-proof our bank and establish ourselves as a Digital bank with a human touch for our customers.

What You Will Be Doing

1. Handle inbound and outbound calls, chats, or emails from customers regarding inquiries, account-related issues, and products/services information.
2. Provide prompt and accurate responses to customer inquiries, resolving issues or directing them to the appropriate channels for further assistance.
3. Engage with customers to identify their financial needs and cross-sell banking products and services that align with their requirements and preferences.
4. Report any suspected fraudulent transactions or activities promptly, following established procedures and protocols for fraud detection and prevention.
5. Effectively manage and de-escalate customer frustrations or complaints, demonstrating empathy and patience while working towards satisfactory resolutions.
6. Adhere to strict security and compliance guidelines, ensuring the confidentiality and integrity of customer information and transactions.
7. Collaborate with team members and other departments to address customer issues and improve overall service delivery.
8. Stay informed about banking products, policies, and procedures to provide accurate and up-to-date information to customers.
9. Document all customer interactions and transactions accurately in the designated systems, maintaining detailed records for future reference.
10. Continuously strive to enhance customer satisfaction and loyalty through exceptional service delivery and personalized support.
11. Achieve monthly sales targets by effectively cross-selling and pitching to our existing customer base and closing sales.
12. Provide market feedback on competition and suggest changes for product improvement.
13. Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
14. Capture and report customer feedback towards continual product development.
15. Follow up on all bank procedures and processes with full adherence to BCP steps rules and regulations. Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred products/services.

What You Should Have

1. Proactive and results-oriented mindset to achieve sales targets and meet customer satisfaction goals.
2. Strong sales intelligence with the ability to identify sales opportunities and close deals.

What We Are Looking For

1. Bachelor's degree in Banking or a related field.
2. 1-2 years of relevant experience preferred, but fresh graduates are welcome to apply.
3. Proficient in computer use with excellent writing skills.