About the role 

TBO Client Care - Customer Service is a team of dedicated personnel attending to queries/ requirements of the subscribers of business ONLINE- the online banking channel of Emirates NBD & Emirates Islamic raised in emails and incoming calls from Customers, RMs and Branches of the bank for Corporate Customers. The team also services the cash management needs like MT940 requests, Cash pickup and delivery, etc. for the bank’s business customer. Team provides Trade Finance-related support to internal as well as external customers. This includes handling of complaints, requests & queries through emails, calls and CRM channels.

What You'll Do:

To respond to general customer inquiries, requests and complaints. Project a professional company image through phone/Email/SR interaction. Processor accurately and efficiently identifies / investigates data related to Trade Finance transactions using structured procedures and offers preliminary information/analysis. Acts as a technical point of reference and the role therefore requires technical and process know-how, as well as knowledge of complex practices and procedures. Must know the Bank’s set guidelines and Standing Instructions Manual (SIM) and the guidelines issued by the International Chamber of Commerce (ICC) related to Documentary Credits, Collections and Guarantees. It is required to gather/collate information from the customer and investigate to provide the best possible solution by coordinating with internal teams.

The role also provides technical support and guidance to others within the team to ensure efficiency and accuracy.

• Revert on Emails/SRs and Calls from Clients/RM/Branches.
• Responding to customer inquiries regarding smart BUSINESS product/services queries and complaints.
• Research required information using available resources.
• Provide precise and accurate information to clients
• Follow up with client calls/SRs/Emails where necessary
• Adherence to standard work procedures while handling customer calls
• Comply to information security and data privacy policies

What We Are Looking For

• Minimum Undergraduate degree or equivalent qualification.
• Knowledge of banking products/services systems 
• Basic Knowledge of MS Office
• Telephone/Email etiquette
• 1 to 2 years in Bank / FI
• Excellent communication skills (written & verbal)
• The ability to work under stress
• Analytical and ability to interpret complex MI

What We Offer You

•  Competitive salary package. 
•  Strong emphasis on work-life balance and employee wellbeing. 
•  Access to world-class Learning & Development platforms for career growth. 
•  Generous annual leave and comprehensive Private Healthcare coverage. 
•  Preferential banking facilities for employees.