Main Responsibilities

Manage Customer Requests:

• Receive customer requests through phone calls, emails, Website, Mobile Banking or Internet Banking.
• Provide customers with product and service information.
• Understand customer needs and log their request.
• Fulfill customer inquiries in a timely manner, and ensure customers are satisfied.
• Coordinate and follow up with branch/departments to provide a proper resolution to inquiries.
• Initiate cross-selling leads when customer seems receptive.

Complaint Resolution and Problem Solving:

• Assess, handle and solve customer complaints in coordination with respective branch/department.
• Provide customers with detailed explanations of recommended actions, and verify their understanding of the situation.
• Input of all complaints details on Siebel Call Center CRM.

Web Interactions and E-Channels:

• Receive customer requests through Website, Mobile Banking or Internet Banking.
• Log IB customers’ requests on Siebel CRM system.
• Coordinate and follow up with branch/departments to ensure IB customers requests are processed on a timely manner.
• Follow-up on pending customer inquires with respective branches.
• Promote usage of Mobile Banking and e-banking solutions internally and externally.

Manage Cards Inquiries:

• Process selected cards inquiries (card inquiries, loyalty program, amendments, cancellation, etc…)
• Perform card security checking.
• Monitor the VIP Cards problems / usage notification failures and make sure to provide immediate solution to customer (Increase/Decrease card limit, Increase/Decrease card parameters, activate card etc…
• Prepare the Card Security Check report.
• Perform Fraud Monitoring on Debit Cards.
• Process Chargeback claims.

Manage Account Inquiries:

• Handle customer accounts related inquiries and claims (Balance, Transactions, Interest, IBAN, Bill and Salary Domiciliation, standing orders, Loan Bill payment etc…)
• Perform investigation on late incoming transfers, transactions etc…

Monitor ATMs:

• Monitor ATM status, ensure round the clock availability and notify BT Operation / BT Helpdesk in case of out-of-order.
• Report ATM incidents to concerned business users and follow up for solutions.

Maintain Customer Database:

• Ensure all customer information is recorded on Siebel Call Center CRM.
• Update customer databases.

Conduct Outbound Campaigns:

• Conduct Survey Campaigns (when needed)
• Conduct Telesales Campaigns (when needed)
• Other duties and responsibilities as assigned

Requirements

• Bachelor’s Degree or a Minimum Technical Degree in business administration.
• Advanced knowledge of Arabic, English and French Languages

Experience:

• Fresh Graduate