Job Purpose:

To establish, maintain and develop relationships with SIB customers through timely and effective responses to customer queries. Utilize all opportunities to cross sell additional products and services by being aware of customer requirements and ensuring they are continually met.

Key Accountabilities: 

Customer Service:

• To provide bank customer's financial services which exceed the customer's expectations by delivering competent, timely and problem free services.
• To improve service level at the branch. Take ownership of customer complaint resolution.
• Contact customers through telephone and visits to cross-sell banks products and to obtain leads and references for fresh acquisition.
  

Relationship Identification:

• Identifies and establishes new relationships, consistent with the Bank's retail objectives, so that SIB market share is maximized.
  

Sales Targets:

• Achieves and maintains monthly and yearly sales targets, follow up achievements and take corrective action whenever needed to keep sales targets achievements within track.
  

Product/Service Communication:

• Maintains ongoing dialogue with customers to ensure that they are aware of all SIB products/services relevant to their situation.
  

Benchmarking:

• Benchmark SIB product/service features and performance against those of local competitors so that SIB product/service developers are aware of market trends and can design products/services that are competitive and in line with premium customer's expectations.
  

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:

• Recommends improvements to departmental procedure and direct the implementation of instructions and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality cost-effective service to customers.
• Adhere to all bank's policies and procedures.

Qualification, Experience & Other Skills

• Minimum Qualifications - Bachelor Degree or Diploma
• Minimum Experience - 2-5 years experience in the field of sales preferably in the banking sector
• Computers/ Systems / Software Skills - MS Office - T24 Software – Basic
• Languages - English & Arabic (Proficient)