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Job Descrption

Job Purpose :

Customer Service Relationship Manager will be solely responsible to answer / resolve CIBG / Wholesale Banking customer queries, enquiries, complaints (related to both Trade & Cash ) etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Corporate RMs to get additional business within CIBG Large Corporates.

Key Results Area:
• Ensure service levels are maintained through timely and appropriate response to customer queries
• As a Service Partner, work together with Product Sales, Relationship Managers (RM/ARM), Operations and other key internal stakeholders to identify opportunities for process improvements
• Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
• Build relationships and rapport with all clients at the transactional / operational level.
• Identify opportunities to sell... MB products and services, referring them to the appropriate staff
• Provide feedback for improving Knowledgebase where appropriate

Knowledge, Skills and Experience :
• University graduate with preferably a minimum of 8 years relevant working experience
• Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred.
• Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus.
• Computer literate with ability to learn processing and customer service applications (CRM, etc)
• Intermediate level of product knowledge i.e. Cash/ Trade
• Good command of spoken and written English. Arabic advantageous
• Keen listener, effective interpersonal & communication skills and team player
• Good analytical and problem solving skills
• Service-orientated, thoroughness, good organizational skills
• Posses positive attitude & willingness to learn & take ownership
• Direct Customer Service experience is an advantage
• Actively looking for ways to improve processes
• Ability to work under pressure
• Fast learner, energetic, and results-oriented.
• Ability to multi-task and adapt to any situation or change

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