Officer - Customer Relations Job | Fakkān, UAE

Officer - Customer Relations Job

National Bank of Fujairah Fakkān, United Arab Emirates

Job Purpose
• To provide NBF customers financial services which exceed the customer's expectations by delivering an unbiased, competent, timely, and problem-free service.
• Improve on service levels at the branches. Take ownership of customer complaints until final resolution.
• Be a team player and contribute to the achievement of goals based on the Key Performance Indicators in the Branch. Also to support and coach new staff to facilitate their assimilation into the NBF family and to achieve the assigned target / Financial & NON-Financial.
• Provide constructive and constant feedback on improvement of products, services, and processes which may either reduce cycle time or costs or enhance customer satisfaction.

Key Accountabilities
• Carry out a range of processing/service functions ensuring that the work assigned has been completed within specified timelines and accurately, in line with all specified internal and external guidelines, policies, procedures, and rules.
• Ensure the provision of on-the-job training to staff within the section, supported by robust training plans for all new staff within the section with monthly progress reports.
• Monitor individual and team performance, attendance, and conduct and provide appropriate feedback before escalating to line management, if appropriate.
• Prepare and comment on, as appropriate, reports/statistics (including error reports) requested by line management and any other relevant statistical or other information deemed relevant to the section assigned.
• Adhere to Branch process and report deviations to the MCR/SOCR, which should finally lead to an acceptable Branch Audit rating.

Other Accountabilities
• Undertake other duties at a similar level when required and support line management in arranging for the provision of support to other areas within the department when required.
• Participate in the department's regular meetings, recommending suggestions towards improving operational efficiency, service quality, resource management, and resolution of issues pertaining to the department.
• To sell & cross-sell all retail products & make sure to maintain and develop the cross-sell ratio.

Job Context
• Providing the best service to NBF customers as well as achieving the assigned target set by the branch manager and ensuring to take ownership of customer complaints until final resolution.
• Be a team player in a branch team; cooperate with others towards achieving the branch goal in sales & service.

Education
Diploma/Bachelor's Degree, preferably in Commerce.

Experience and Skills
Skills
• Thorough knowledge of products, services, policies, and processes of retail banking department.
• Problem-solving skills, communication skills, ability to work under pressure.
Work Experience
• 2-3 years banking experience or experience in any other service industry.

Technical Competencies
Compliance - Retail Banking - Basic
Customer Service - Retail Banking - Proficient
Sales - Retail Banking - Proficient
Financial Analysis - Retail Banking - Basic
Product Knowledge - Retail Banking - Proficient
Relationship Management - Retail Banking - Basic
Core and Regulatory Banking Systems - Retail Banking - Basic
Process improvement - Retail Banking - Basic

Behavioural Competencies
Change and Innovation - Basic
Communication - Basic
Evaluating and Solving Challenges - Basic
Results Orientation - Basic
Working and collaborating with others - Basic