Emirates NBD
Customer Service Representative,
Emirates NBD, Dubai
Full Job Description
Department Description:
Priority Banking manages Affluent/Executive banking customer relationships, providing a full range of products and services to meet their needs. Priority Banking is a unit within the Consumer Wealth Management division and manages a portfolio as per PRB threshold.
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 Tasks:
- To 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.
- To be 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 affects the overall segment performance
- Non-Financial transactions* (To be verified by a checker – BOO/BOM/CSM as applicable before submission of documents. Documents to be sent for processing should be put into Priority Banking –Blue envelopes for prioritized processing)
- TTs requests, FDs Requests and Account Maintenance requests – to be validated and tracked in track BPM. Account Opening – check for completeness of documentation and tracking in track soft Credit card application – Check for completeness of documents and form before sending the same to RCC Cards.
- Retail Credit Facility applications – documentation to be checked before sending to RCC –SME for processing. Cheque Book and Debit Card requests processing. AST (After sales transaction) requests of PRB customers to be initiated. (Eg: loan closure, early settlement etc.)
- Financial transactions :- (To be processed by PRB only in case of urgency, else to be processed by the Mass Retail Branch/OPC) Any financial transaction of the customer.
Follow up of the following :-
- Account Opening Trackers, Account Maintenance, FDs and TTs trackers with OPC
- Credit Card Applications with RCC cards
- AST (loans) requests with AST Unit
- IT related cases with IT service desk
- (Use the escalation matrix provided for follow up)
- Compliance tracker
- Complaint SR tracker
- Service-related issues on Credit cards
- Collaborating with various internal departments to ensure that that they fulfill all customer requests
Review:-
- Priority Q-card tallying has to be done at PRB centers.
- Action and Review of CRM cases assigned to PRB Centers.
- Review and follow up with other units holding up cases in CRM for PRB customers.
- Review and replenish the priority banking stationary items eg. priority processing envelopes, RM/CSR stamps,
- Received Stamps, Priority Stickers and other PRB forms/applications.
- Liaising with compliance and various other departments for following up and submission of documents or relevant matters.
- Resolving complaints and keeping track of all processes that pertain to the client’s desires.
- Assist the Account Manager in cross selling of products as required.
- Refer customers to relationship manager(s) for financial advice/ Investment and Products related queries.
- Set and track sales account targets, aligned with segment objectives as per Xceed structure
- Monitor all CRM Qs under the respective clusters
- E-Learning to completed as per HR assignments
- 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.
Primary Location : United Arab Emirates-Dubai-Dubai – Deira, Baniyas Rd, Near Abra Station, Enbd Building
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