Senior Corporate Costumer Service Officer

Job Purpose:
To provide administrative and executive supervision over the department’s operations and staff in a manner that ensures the achievement of the set marketing objectives, and to ensure the prompt, high-quality, and accurate delivery of services to customers. This includes responding to customer inquiries and resolving urgent issues within the granted authorities in a way that guarantees customer satisfaction, strengthens their relationship with the bank, and achieves the best banking and sales services for the corporate and business sectors.

Responsibilities:

• Administratively and operationally supervises subordinate functions, distributes and monitors work, ensures tasks are performed efficiently and accurately, and confirms that customer requests and needs are met at the required level to ensure their satisfaction and strengthen their relationship with the bank.
• Supervises / receives corporate clients, identifies their requests and needs regarding the bank’s services and products, and works to fulfill them or forward them to the relevant departments for execution, ensuring distinguished service delivery with the required quality and efficiency.
• Supervises / handles corporate clients’ telephone and verbal inquiries, provides solutions to issues that may arise during transaction processing as quickly as possible, and follows up / executes any customer-related requests based on direct manager instructions, coordinating with relevant departments.
• Supervises service quality / provides all services to corporate clients of all categories, both borrowing and non-borrowing, offered by the bank, including any new services introduced as needed.
• Supervises / markets the bank’s services and products through direct and cross-selling to attract new clients regularly, in line with the business plan, to achieve branch targets and increase sales share. Also encourages customers to use all banking products such as issuing letters of credit and guarantees, utilizing financing limits, and using the online banking platform, by studying customer business activities and monitoring their daily transactions with the bank.
• Monitors daily all granted limits for corporate clients within the portfolio assigned to account officers, ensures service delivery, and encourages optimal utilization of these limits through phone calls and emails to maintain agreed utilization ratios according to business plans and approved KPIs.
• Establishes and maintains good relationships with customers, continuously develops them, and ensures that the quality of services provided meets their expectations and guarantees satisfaction.
• Follows up on complaints and objections, ensures completion of necessary procedures, resolves them, and prevents recurrence.
• Reviews, signs, and approves transactions on the automated system according to granted authorities, and forwards those exceeding his/her authority to the authorized party for necessary approval.
• Ensures all transactions are complete before forwarding them to execution departments to prevent delays and improve customer service levels.
• Takes all control-related actions concerning business activities and documents them according to approved instructions to ensure operational control.
• Supervises / delivers credit cards and PINs to customers to meet their requests and enhance satisfaction.
• Activates issued cheque books, credit cards, and PINs related to electronic channels on the automated system.
• Encourages customers to use electronic channels and all technological means offered by the bank, explains their features and usage, and ensures subordinate staff guide customers toward these channels.
• Supervises the suitability of customer service areas in terms of availability of all physical requirements needed to obtain service.
• Reviews customer requests and approves transactions within delegated authority after ensuring compliance with approved programs and policies, and recommends on transactions exceeding authority to meet customer needs and ensure satisfaction.
• Follows up on outgoing and incoming mail dispatches and ensures completeness to guarantee proper execution and completion of all required transactions.
• Prepares periodic reports on the team’s completion of all customer requests during the specified period for statistical purposes related to completed services in the department.
• Reviews work documents at the end of the day against the daily transaction report by user to ensure correct execution and completion of transactions.
• Conducts visits to distinguished customers (existing/new) for signing signature cards and their personal data forms.
• Ensures customer satisfaction with responses to their requests and execution of their banking transactions by making periodic proactive calls and verifying service quality for continuity and improvement.
• Ensures that the daily operations of the customer service section are carried out in accordance with approved policies and procedures and within delegated authorities to protect the bank’s rights.

Working Conditions and Environment:

• Office-based work, with occasional customer visits when required.
• Marketing the bank’s services and products to customers and the public داخل الفرع (within the branch).
• Laptop computer equipped with the required systems.

Nature of Communication and Functional Relationships:

• Daily verbal communication with department managers and staff for transaction processing and work completion.
• Daily verbal / telephone / written communication with customers to respond to inquiries and complete their transactions.
• Communication as needed with Head Office departments to obtain work requirements and complete transactions.

Scope of Work and Authority Limits:

• Works within defined and documented policies and procedures.
• The role requires decision-making and processing transactions according to approved authorities.

Requirements:
• Bachelor’s degree in Finance and Banking Sciences, Accounting, Business Administration, or any related field.
• Minimum of 5 years of practical experience in sales and services.
• Good command of English.
• Thorough knowledge of the bank’s services, products, and approved systems.
• Thorough knowledge of policies and procedures governing work, including internal and external updates.
• In-branch sales skills.
• Proficiency in computer use and handling applicable systems (transaction entry and approval programs according to authority levels, inquiries).
• Administrative and supervisory capabilities.
• Ability to manage a work team.
• Planning and organizational skills.
• Decision-making ability.
• Ability to handle and resolve customer complaints.
• Persuasion skills.
• Teamwork spirit.
• Strong communication skills (verbal, written, telephone) and ability to deal with others (internal and external customers).