Job Description

This role ensures the seamless execution of contact center operations within the retail digital banking environment by adhering strictly to established procedures and service level agreements. By accurately processing customer interactions and escalating exceptions appropriately, it maintains operational efficiency and supports the broader goals of the KSA Call Center. The role operates within a clearly defined scope of task execution, relying on guidance and collaboration with team members and supervisors to resolve routine issues. Its outputs contribute directly to the Contact Center Support Supervisor's ability to deliver quality services and uphold customer satisfaction standards.

Requires Approximately 1 to 2 years of experience in retail banking contact center operations, with familiarity in CRM platforms and adherence to regulatory standards within the KSA banking sector.

Key Responsibilities:

• Accuracy and timeliness of customer query processing in retail digital banking
• Operational compliance with contact center procedures and regulatory mandates
• Data integrity and system accuracy within contact center operational platforms
• Effective communication and coordination within the contact center team environment

1. Accuracy and timeliness of customer query processing in retail digital banking

• Process inbound and outbound customer interactions using the bank's CRM and telephony systems to ensure accurate data capture and resolution.
• Validate customer information against KYC and AML requirements to maintain compliance with regulatory standards.
• Escalate complex or unresolved queries promptly to supervisors to prevent service delays and maintain customer satisfaction.
• Document all customer interactions and outcomes meticulously to support audit trails and quality assurance reviews.

Performance Measures:

• Consistency of data accuracy in customer records post-interaction
• Frequency of timely escalation of exceptions to supervisory level
• Adherence to documented process steps during customer handling

1. Operational compliance with contact center procedures and regulatory mandates

• Follow prescribed workflows and scripts aligned with CBUAE regulations and internal policies during customer engagements.
• Complete mandatory compliance checklists for each interaction to mitigate conduct and operational risks.
• Report any deviations or potential breaches immediately to the Contact Center Support Supervisor for corrective action.
• Participate in periodic training refreshers to stay current with evolving regulatory and procedural updates.

Performance Measures:

• Absence of non-compliance incidents in routine quality audits
• Effectiveness of risk identification and timely reporting
• Completion rate of mandatory compliance training modules

1. Data integrity and system accuracy within contact center operational platforms

• Input customer data and transaction details into core banking and digital platforms with precision to support downstream processing.
• Cross-check system entries against source documents to detect and rectify discrepancies early.
• Coordinate with IT support to report and resolve system anomalies affecting data quality or transaction flow.
• Maintain confidentiality and security of customer information in compliance with data privacy policies.

Performance Measures:

• Level of data accuracy in system records post-processing
• Timeliness and effectiveness of issue reporting to IT support
• Compliance with data privacy and confidentiality standards

1. Effective communication and coordination within the contact center team environment

• Communicate clearly and promptly with team members and supervisors regarding daily operational issues and customer feedback.
• Participate actively in team briefings and handovers to ensure continuity and clarity of information.
• Escalate operational challenges and customer complaints following established protocols to facilitate swift resolution.
• Maintain a cooperative and professional demeanor to foster a positive team culture and service excellence.

Performance Measures:

• Quality of communication as assessed in peer and supervisor feedback
• Responsiveness in escalating issues and customer concerns
• Contribution to team cohesion and positive work environment
• Diploma or Bachelor's degree in Business Administration, Finance, or related field
• Certification in Customer Service or Contact Center Operations is advantageous
• Completion of mandatory regulatory compliance training relevant to banking operations