Customer Service Manager

Website Tanfeeth

Job Description:

The Incumbent is responsible for providing specialist services relating to business support activities. Typically, they include services oriented to product, process, and Customer service. The person would be responsible for ensuring completion of tasks bearing in mind the service standards associated with Emirates NBD. The role would require technical expertise, compliance, and control orientation as well as team management and motivational skills

Job Responsibilities:

  • Customer complaints and escalations are resolved within timelines
  • Monitoring compliance alerts managed by CSRs for RM & No RM base customers
  • Liaise with RM to decide further action on exit cases i.e. exit or retention
  • Share details to BSU for exit cases like exit letter copy and PID no
  • End to end remediation actions to be completed for RM & No RM managed cases including contacting the customer, obtaining required document and information from customer, submission to review team through CRM, handling discrepancies etc.
  • Handling FP&I cases for the center
  • Handling Legal cases for review and arranging cost approval
  • Implementation of process improvement at the center level and monitor the performance on regular basis
  • Maintenance of Waiver deferral MIS for center and weekly updation of the same with central BSU-BAU team
  • Supporting RMs on Central Bank queries to confirm on the Safe deposit lockers/ details of the Credit card / loans or any other facilities held by the customer
  • Monitoring all compliance alerts to be assigned to respective staff for further action
  • Exit letter issuance, CH signature to be obtained
  • Monitor closure of accounts within stipulated timelines for exit cases
  • Daily monitoring of SRs for TAT breached and about to TAT breached alerts & notifying the same to CSR, RMs & CH
  • Monitoring monthly Department level SR escalation
  • Monitoring of walk in Customers at center & handling any customer escalations
  • Ensure the average Customer Complaint Resolution Time is within set TAT limits
  • Ensure customers have a positive and satisfactory experience based on the average monthly CSAT & NPS scores

Job Requirements:

  • Correspondent Bank queries (Post & Live)
  • Handling below activities
  • Retention of exit cases

Job Details:

Company: Tanfeeth

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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