Job Purpose: To receive customer requests and work on fulfilling them or forwarding them to the relevant execution units within the specified timelines, ensuring they are carried out as quickly as possible and with the required efficiency and quality.
The role also involves responding to all customer inquiries and complaints, resolving them or following up with the concerned parties to ensure customer satisfaction, in addition to selling and marketing the bank’s services and products.
Responsibilities: Receive corporate customers, identify their requests and needs for the bank’s services and products, and work on fulfilling them or forwarding them to the relevant departments for execution, ensuring excellent customer service with the required quality and efficiency.
Handle corporate customers’ phone and verbal inquiries, provide solutions to issues that may arise during transaction processing as quickly as possible, and follow up on or execute any customer-related requests based on direct supervisor instructions, in coordination with the relevant departments.
Encourage customers to use electronic channels and all technological solutions offered by the bank, explain their benefits and usage, and motivate customers to utilize all banking products (such as issuing letters of credit and guarantees, utilizing financing limits, and using the online banking platform) by studying customers’ business nature, economic activities, and monitoring their daily banking transactions.
Monitor daily all facilities/limits granted to corporate customers within the account officers’ portfolio, ensure they are properly served, and encourage them to optimally utilize these limits through phone calls and emails, contributing to maintaining agreed utilization ratios in line with business plans and approved KPIs.
Provide all banking services to corporate customers (both borrowing and non-borrowing) offered by the bank, including but not limited to: opening new and additional accounts and related tasks, account amendments including linked accounts, account closure, reactivating dormant accounts, adding/canceling authorized signatories, confirming account transactions, updating customer/account data, opening deposit accounts, breaking/closing deposits, signature updates, requests for standing orders/instructions, financial statements, and other related services.
Fulfill customer requests related to self-service and electronic services, account-to-account transfers, stopping cheque book requests, cheque processing, standing orders/instructions, account statements, issuance of bank certificates (e.
g., clearance, liabilities), and execute financing and repayment requests within the customer’s approved limits upon customer or account officer request, within delegated authority.
Receive corporate customers’ transfer requests and salary transfer requests, review them, and forward them to the relevant departments/head office for execution.
Receive customer requests related to issuance and amendment of letters of credit, collection bills, and guarantee amendments, verify the completeness of all required data and information and ensure compliance with the bank’s terms and instructions, then forward them to the concerned department for implementation.
Receive requests for issuing guarantees, verify the completeness of all required terms and data, and forward them to the relevant execution department at head office after obtaining the necessary approvals, depending on the case.
Follow up with execution departments at head office to complete missing documents and ensure all requirements for customer transactions are documented, in coordination with the direct supervisor.
Deliver corporate customers’ credit cards, PINs, and cheque books, and inform the direct supervisor for activation, in order to fulfill customer requests and enhance satisfaction.
Deliver returned cheques to customers.
Monitor clearing cheques on the system where there is an excess over the customer’s granted limit for corporate accounts and coordinate with account officers to obtain approvals for such excesses.
Conduct visits to VIP customers (existing/new) for signing specimen signature cards and their related data forms.
Prepare periodic reports and statements and submit them to the direct supervisor based on daily work activities to support continuous improvement and ensure service is delivered according to required standards.
Working Conditions and Environment: Office-based work, with occasional customer visits as needed.
The role requires marketing the bank’s services and products.
Requires a computer with the necessary systems installed.
Requires a secure safe to store cheque books and returned cheques until handed over to customers.
Nature of Communication and Working Relationships: Daily verbal/written communication with the direct supervisor to complete work tasks.
Daily verbal/written communication, as needed, with department staff to complete work tasks.
Verbal/phone communication, as needed, with concerned departments/branches to process transactions, fulfill customer requests, and follow up on work requirements.
Verbal/phone/written communication, as needed, with customers to develop relationships, meet their requests, and identify their needs.
Scope of Work and Authority Limits: Operates within defined and documented policies and procedures.
Forwards transactions according to delegated authorities.
Responsible for the accuracy and confidentiality of customer data.
Responsible for following up on customer requests with the relevant departments.
Bachelor’s degree in administrative sciences, banking, or any related field.
Minimum of 3 years of practical experience in banking operations or customer service.
Preferably experienced in dealing with companies, commercial and industrial groups, and economic enterprises.
Good command of English.
Comprehensive knowledge of the bank’s services and products.
Good knowledge of policies and procedures governing the work and their updates (internal and external).
Good knowledge of international practices governing trade services.
Proficiency in computer use and handling applicable systems.
Cross-selling skills.
Ability to plan and organize.
Ability to handle and resolve customer complaints within delegated authority.
Strong communication skills and ability to deal with all types of customers (internal and external).
Ability to work under pressure.
