To run the day to day customer care, operations, & complaint of the branch through the development of a highly developed and motivated sales and service culture ensuring the achievement of all financial and non-financial targets in line with The Group for cards services objectives and required standards
•Planning and Reporting: Prepare the branch sales plan and staff target allocations and to monitor, track and analyze the sales report, branch performance and customer attrition to achieve the assigned financial targets.
•Sales and Service Support: Lead and motivate the branch team members to perform all sales and service related activities for existing and walk in customers to group securities.
•Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time; identify potential business acquisitions and actual sales growth opportunities.
•Customer Support: Monitor and assess the efficiency of the branch workflow in regards to internal and external customer expectations, service levels, waiting times and turnaround times for service requests.
•Monitor card activation & usage.
•Continuous Improvement: Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmers and projects in line with the group for cards services standards
Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders.
•Process Beginning & End of Day transactions and reports.
•Responsible for Customer Advisors transactions, control & check related documents/contracts.
•Responsible for Quality Assurance and validation.
•Monitor that Standing Orders were executed on time.
•Perform Spot checks 4 times a month.
•Ensure Database consistency for clients’ accounts.
•Supervise cash/plastics to/from the Main Vault.
•Delivery of pins (all kinds of cards).
•Check & control all canceled credit cards performed by the customer service officers, & call center.
•Monitor all archiving transactions done in the branch.
•Monitor all transactions related to delinquent customers.
•Process the re-activation of dormant accounts, & in-active accounts (x, z)
•Follow up audit recommendations.
•Follow up dues.
•Follow up daily reports.
•Conduct the tasks of customer service manager in case of his absence and upon the authorities granted to after sales officer.
•Maintain and develop cards related functions in order to meet the group for cards services targets.
•Attract new customers.
•Promote cards products and services.
•After sales cards activation.
•Ensure the implementation of the basic reception criteria (smile, patience, welcoming…), the behavior (formal costume, no-smoking, food…) and the availability of the counter staff.
•Ensure the quality of customer service provided from the team.
•Ensure the availability and the maintenance of the embossing machines.
•Ensure the appropriateness of the general appearance of the branch and the staff.
•Ensure the hygiene of the external status of the branches (logos, wall cleanliness, entrance door…).
•Ensure that incoming & outgoing calls are being handled in a professional way to meet clients' requests.
•Make sure that all brochures and commercial adds are well positioned for clients.
•Follow up on client’s complaints.
•Responsible for the Elite and sensitive accounts.
•Responsible for keys & combination hand over between employees.
•Monitor Operational risk and compliance for all entries & transactions.
•Check all contracts, & cheques filled by customer service & customers.
•Negotiation and Problem Solving Skills.
•At least 4-5 years’ experience in senior customer service position in a financial institution.
•Strong relationship and communication skills to ensure proper customer interaction.
•Analytical, quantitative mindset with a keen attention to detail.
•Must possess a high level of computer skills to effectively use multiple systems.
•Ability to work on routine tasks both independently and with the team.
•Willingness to adapt to a constantly changing, customer-driven work environment.
•Self-starter and comfortable taking initiative while quickly grasping concepts, processes, and ideas
•Knowledge of credit cards products, quality control, & customer retention.
•Bachelor degree in: Business, Finance & Banking or Accounting or any other related field