Customer Relations Officer National Bank of Fujairah

National Bank of Fujairah is presently hiring customer focused & friendly Customer Relations Officer. The incumbent will be responsible to provide the best service to NBF customers as well as achieving the assigned target set by the branch manager & taking ownership of customer complaints until final resolution. This vacancy has been posted by nbf’s career page on 16 Novemver 2023 and is open for applications.

Job Purpose of A Customer Relations Officer

• Proovide NBF customers financial services which exceed the customer’s expectations by delivering an unbiased, competent and timely and problem free service.
• Improve on service levels at the branches.
• Take ownership of customer complaint until final resolution.
• Be a team player and contribute to achievement of goals based on the KPI’s in the branch.
• Support & coach new staff to make their assimilation in the NBF family & to achieve the assigned target/financial and non financial.
• Provide feedback on improvement of services which may either reduce cycle time or costs or enhance customer satisfaction.

Duties of A Customer Relations Officer

• Carry out a range of processing / service functions ensuring that the work assigned has been completed within specified timelines and in line with all specified internal and external guidelines, policies, procedures and rules.
• Ensure the provision of on the job training to staff within the section, supported by robust training plans for all new staff within the section with monthly progress reports.
• Monitor individual and team performance, attendance and conduct and provide appropriate feedback before escalating to line management, if appropriate.
• Prepare and comment on, as appropriate, reports/statistics (including error reports) requested by line management and any other relevant statistical or other information deemed relevant to the section assigned.
• Adhere to Branch process & report deviation to MCR / SOCR, which should finally lead to acceptable Branch Audit rating.
• Undertake other duties at similar level when required and support line management in arranging for the provision of support to other areas within the department when required.
• Participate in the department’s regular meetings, recommend suggestions towards improving the operational efficiency, service quality, resource management & resolution of issues pertaining to the department
• To sell & cross sell all retail products & make sure to maintain and develop the cross sell ratio.
• Be a team player in a branch team, cooperate with others towards achieving the branch goal in sales & service.

Qualification & Experience