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Dubai, UAE
Posted 2024/04/29 09:44:06
Expires 2024-05-29
Ref: JB1100009582
Job Description
To check quality assurance measures for the Cards ENR Sales, Retention & CLM team’s calls/activities taking into consideration established policies and procedures and the team’s targets
- Assist the team leader in verifying and releasing the CLM / Retention / ENR Sales transactions by checking the bookings on the system across all the portfolio products
- To generate timely & accurate MIS reports to be provided to the management for tracking the productivity of the team
- Assisting in scheduling and conducting periodic training for the team – 'offer refresher course' on product and call quality to improvise the quality of the team'.
- To support in the implementation and periodic uploads of data & leads to Dialer, CRM as per the determined process.
- Assist in UAT testing, documentation and product support for various systems.
- Maintain a strong relationship with internal clients and stakeholder in order to enhance customer service quality
- To address customer complaints on ENR Sales within the agreed TAT.
- To assist in the calculation of Incentives, leads management, marketing campaigns pertaining to Sales within the agreed timelines.
- Coordinate with operations and credit team for fulfilment of Portfolio sales programs.
- Coordinate the resolution of process breakdown and policy interpretation related to customer issues.
- Listening to calls frequently and provide feedback to callers on errors / fatal.
- Ensure system checks are done before processing any request at checker level.
- Timely and robust checks of the daily reports to minimize the occurrence of operational lapses in controls and identify improvements
- Liaise with Operations & IT Group to obtain reports required to facilitate the checks to be conducted
- Assist to develop and design new processes to achieve the highest level of productivity, operational effectiveness, and quality and customer satisfaction.
- Conduct live monitoring, Plugin & Walk observation to sample of agent interactions to provide on spot feedback
- Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures
- Inculcate an awareness of ‘cross-sell’ opportunities
- Keep the line manager informed of significant back office related issues that are identified during the evaluation/checks
- Keeps a record for all activity and corrective action taken regarding these activities.
- Ensure achievement of pre-set/ pre-agreed objectives as per the SLA.
- Ensure high standards of confidentiality to safeguard commercially sensitive information.
- Conduct on the Job Training & provide instant feedback, identifies needs for ongoing “refresher” training as needed to ensure maximum skill attainment and to ensure efficient processing.
Competencies/Skills
- Minimum bachelor’s degree Work Experience
- Minimum 1-2 years of work experience as Professional of retail banking
Job Details
Job Location
Dubai, UAE
Job Role
Banking
Employment Status
Part time
Employment Type
FTE
Number of Vacancies
2
Preferred Candidate
Career Level
Junior Management
Years of Experience
Min: 1 Max: 2
Residence Location
United Arab Emirates