Customer Experience Advisor (UAEN)

About The Role

What You’ll Be Doing

• Interact with customers over the phone to understand their banking needs.
• Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.
• Cross Sell any of the assigned products or services assigned by the management.
• Login to chats and provide services as chat agent as and when required.
• Working on Internet Banking & Mobile Banking enables / disables when required.
• Enhance the customers to get their statements through email and register them on e-statements module.
• Cross sell different products or services for customers.
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.
• Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.

Qualifications & Experience

• Bachelor’s degree in business, Finance, or a related discipline
• Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment
• Proven experience in managing and growing high-value client relationships
• Fostering teamwork and collaborative relationships
• Adaptability and resilience in a dynamic branch environment
• Strong team collaboration and customer orientation
• Result-driven mindset with basic problem-solving ability

Functional Competencies

• Strong attention to detail and accuracy
• Effective communication and interpersonal skills
• Basic technical proficiency in banking systems and processes
• Demonstrated initiative and ownership in achieving sales targets