Customer Relationship Officer

2 weeks ago

Dubai, United Arab Emirates Emirates NBD Full time

**Job Purpose**

To provide consistently an excellent service to all PRB customers for their banking needs. The objective is to improve customer profitability and loyalty to the bank through such service.

**Main Responsibilities**
- Adopt an open and effective communication style and to act as a strong team player for the benefit of his/her team and of the unit as a whole.
- Accountable for client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
- CSRs must take full responsibility and ownership for PRB customer service at the branch.
- Avoid any staff complaints from customers as it’s affecting the overall segment performance.
- **Non-Financial transactions
- **Verify "Non-Financial transactions" by collaborating with relevant checkers (BOO/BOM/CSM).
- Ensure documents for processing are placed in Priority Banking-Blue envelopes for expedited processing.
- Validate and track TTs requests, FDs Requests, and Account Maintenance requests in the BPM system.
- Account Opening - Verify the completeness of documentation for new account openings.
- Track the progress of account openings in the tracking software.
- Efficiently process requests for cheque books and debit cards.
- AST (After sales transaction) Initiate AST requests for Priority Banking customers (e.g., loan closure, early settlement).
- **Financial transactions: - **_Process urgent financial transactions of PRB customers. For routine transactions, involve Mass Retail Branch/OPC. _
- Any financial transaction of the customer.
- Collaborate with the compliance department and various internal units to ensure the timely submission of documents and resolution of relevant matters.
- Maintain a compliance tracker for all cases.
- **Follow up of the following:

-**:

- Monitor and follow up on various trackers, including Account Opening, Account Maintenance, FDs, TTs, Credit Card Applications, AST requests, IT-related cases, and Complaint SR tracker.
- Use the provided escalation matrix for follow-up.
- Complaint SR tracker
- Collaborating with various internal departments to ensure that that they fulfill all customer requests.
- Address service-related issues on credit cards.
- Collaborate with internal departments to fulfill customer requests.
- Tally Priority Q-cards at PRB centers.
- Review and act on CRM cases assigned to PRB Centers
- Review and follow up with other units holding up cases in CRM for PRB customers.
- Resolving complaints and keeping track of all processes that pertain to the client’s desires.
- Assist the Account Manager in cross-selling banking products as required.
- Refer customers to relationship managers for financial advice, investments, and product-related queries.
- Set and track sales account targets, aligned with segment objectives as per Xceed structure. This is part of CSRs year end performance & one of the main KPIs
- Monitor all CRM queues under the respective clusters.
- Proactive communication with Central support team & ensure that the Customer issues are resolved within TAT
- Service queries & Complaint received via following channels have to attended and solved.
- CRM
- Customer walk-in
- E-mails
- Phone calls
- Faxes

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