Job Description

We are seeking a talented and experienced Senior Personal Banking Advisor to join our dynamic team. In this role, you will be the voice of MashreqBank, providing an exceptional customer experience through telephone interactions. Your primary goal is to understand and meet the banking needs of our customers, ensuring their satisfaction and loyalty. You will be a key contributor to our customer-centric culture, driving sales and delivering exceptional service.

Job Purpose To delight internal and external customers over the telephone.

Key Responsibilities

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone on the spot.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback for continual product development.

• Engage with customers over the phone to identify and address their banking requirements.
• Provide exceptional customer service, ensuring a high level of satisfaction and loyalty.
• Resolve customer queries and issues promptly and efficiently over the telephone.
• Identify and convert sales opportunities to meet and exceed financial targets.
• Clearly explain banking products and procedures to customers, ensuring understanding.
• Capture and analyze customer feedback for continuous product and service improvement.
• Maintain accurate records of customer interactions and ensure data privacy.
• Collaborate with team members to share best practices and maintain a positive work environment.
• Stay updated with banking regulations and industry trends to provide accurate information.
• Act as a brand ambassador, promoting MashreqBank's values and culture.

• A bachelor's degree in a relevant field, such as business, finance, or customer service.
• Minimum 5 years of experience in a customer-facing role, preferably in the banking industry.
• Excellent communication skills, with a focus on active listening and empathy.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using CRM systems and other relevant software.
• Ability to work in a fast-paced, target-driven environment.
• Excellent time management and organizational skills.
• A proactive and positive attitude, with a passion for customer service.
• Fluency in English is mandatory; knowledge of other languages is an advantage.
• A strong understanding of banking products and services is preferred.