JOB DESCRIPTION

Customer Service Executive in retail banking department is a frontline role dedicated to delivering exceptional service experiences to retail banking clients.

• You serve as a key touchpoint for clients, ensuring satisfaction, loyalty, and alignment with the bank’s service standards.

• You deliver exceptional service to all walk-in customers and digital clients, and resolve customer inquiries, complaints and service requests promptly.

• You maintain high customer satisfaction rate, service quality and turnaround time standards.

• You inform customers on digital banking solutions and encourage self-service adoption, promoting digital products and increase customer activation and usage.

• You ensure up to date retail product knowledge and accurate exaction of all service transactions while maintaining operational efficiency.

• You collect and communicate customer feedback to improve products, services and processes.

• You ensure full compliance with KYC, AML, EDD and all regulatory and bank internal policies.

• You identify customer financials needs and convert every service interaction into sales opportunity.

• You achieve individual monthly sales target across accounts, cards, loans, liabilities & digital banking, you cross sell and up sell relevant banking products and services.

• You maintain an active pipeline of customers opportunities and follow up until successful closure.

• You maintain high standards of operational accuracy and documentation, minimizing operational risk through adherence to established controls.

• You complete all mandatory training and compliance requirements within the required timelines.

YOUR PROFILE

• You hold a Bachelor’s degree in Finance, Business, or another related field.

• You have at least 2 years of experience in banking, retail banking, customer service or financial services role, coupled with a knowledge of core banking systems, retail banking products and services, and digital service platforms.

• You have a proven ability to handle customer interactions with empathy and efficiency through strong interpersonal skills, a deep understanding of banking products, and a commitment to resolving customer needs efficiently and professionally.

• You are driven by delivering outstanding service and building client trust

• You are a quick thinker with strong analytical and problem-solving skills.

• You are at ease with evolving service technologies and customer expectations and have basic financial analysis knowledge.

• You speak English fluently, Arabic is your native language (we are looking for a local).