Job Description
Job Responsibility:
The VIP Customer Support Officer will provide premium customer service to high-value clients of our digital banking services. This role demands a high level of professionalism, a keen understanding of digital banking products, and an ability to resolve issues swiftly and efficiently. Basis on the previous experience of managing customer complaints/queries for EI + the same soft, technical, process skills should be utilized for this job role
Key Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with VIP clients, ensuring a personalized banking experience.
- Issue Resolution: Address and resolve complex inquiries and complaints from VIP clients regarding digital banking services, ensuring minimal disruption to the client.
- Product Support: Assist clients with navigating and maximizing the use of digital banking platforms, including mobile apps and online banking.
- Feedback Coordination: Gather client feedback on digital banking services and coordinate with tech and product teams to enhance the user experience.
- Customized Reporting: Prepare and deliver customized reports and insights to clients on their transactions and interactions.
- Compliance and Security: Ensure all client interactions comply with legal and regulatory requirements, maintaining confidentiality and security of client information.
- Implement complaint frameworks by engaging IT support units. Work closely with teams to solve day to day issues across channels & ensure permanent RCA's are established.
- Perform process analysis across channels of existing/new channels & propose improvements leading to better TAT, simplifying customer journeys & reduced manual efforts.
- Oversight Call Center Operation Digital teams performance & provided feedback if SLAs are unmet. As part of service quality ensure Priority Banking agents are able to assist customers on EI + on the first go to ensure FCR is improved
- Manage team members in terms of VIP support emails/calls/concerns are being addressed in a timely manner
Job Skills & Qualifications:
- Bachelor Graduate
- Experience in RCA & customer handling skills
What we offer you:
- Competitive salary package
- Strong emphasis on work-life balance and wellbeing across the bank
- World-class Learning & Development platform and career development
- Generous annual leave entitlement and Private Healthcare
- Preferential banking facilities for employees
About Us
EIB
Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.
As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.
Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.
We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.
