Job Purpose:

The Customer Service Manager will be primarily responsible for providing high-quality support to walk-in customers, assisting them with the use of digital channels (including MFK and the mobile app), monitoring the queuing system, and ensuring that all customers are attended promptly and efficiently.

KEY ACCOUNTABILITIES:

Customer Service:

• Provide high-level customer service and ensure a smooth and efficient customer experience.
• Attends to and resolves issues and complaints that arise with customers. Refers to higher supervision in cases required.
• Liaises with Head Office on behalf of customers to ensure follow up and timely processing of their complaints, problems, etc.
• Promote and encourage the use of digital banking solutions available within the branch to enhance service efficiency.
  
• Identify and address bottlenecks that may affect customer wait times, implementing solutions to improve service flow.
  
• Monitor and report any technical issues or malfunctions related to ATMs or Multi-Function Kiosks (MFKs) within the branch.
  
• Ensure all customers are attended to in a timely and satisfactory manner, maintaining service quality standards

Consumer Protection:

Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

Competency: Customer Service & Consumer Protection:

The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices

Policies & Procedures:

• Adhere to all bank's policies and procedures.

Qualifications, Experiences & Technical Skills: 

• Minimum Qualifications: Bachelor: Financial & Banking Science, Financial Management
• Minimum Experience: 1-2 years experience in the same function
• Language Skills: Arabic & English (Proficient) 
• Computers/ Systems /Software Skills : Good command of MS Office