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Senior Officer

2 months ago

Dubai, Dubai, United Arab Emirates Emirates NBD dubai Full time

About Emirates NBD Dubai

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Our Commitment to UAE Nationals

In line with the UAE Government's strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.

Job Overview

As a Customer Sales Representative - Trade at Emirates NBD, your role is to:

  • Improve customers' experience and reduce errors while interacting with customers in order to provide support to all types of requests and complaints.
  • Fix the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training.
  • Investigate all reopened cases in order to identify gaps for effective resolution.

Responsibilities

Some of your key responsibilities will include:

  • Assisting Trade Specialists with all types of requests assigned to them for effective resolution/TAT.
  • Processing all requests on Tracksoft with less errors.
  • Handling all types of SRs logged in CRM queues.
  • Investigating and identifying appropriate resolution and avoiding escalations.
  • Documenting the gaps identified in terms of knowledge, process or system and providing feedback to respective units.
  • Forwarding all requests received through emails from Trade Specialists/RM's and various internal departments.
  • Liaising with various departments with regards to approval processes and handling issues (end to end).
  • Providing customers with all related information regarding processes and procedures.

Requirements

To be successful in this role, you will need the following skills and experience:

  • University Degree
  • 0-2 years in banking experience preferably in customer service role.
  • Knowledge of systems (CRM, Finnacle, Finnone etc), policies and processes.
  • Basic Customer Operations experience.

What We Offer

We offer a competitive salary package, strong emphasis on work-life balance and wellbeing across the bank, world-class Learning & Development platform and career development, generous annual leave entitlement and Private Healthcare, and preferential banking facilities for employees.