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Phone Banking Specialist

Job Detail
Banking/Financial Services
Total Position:
Job Type:
Full Time ( First Shift (Day)‎ )
Job Location:
Riyadh, Saudi Arabia
No Preference
Career Level:
Entry Level
Work Permit:
Saudi Arabia
Apply By :
Dec 26, 2017
Posted On:
Sep 26, 2017
Job Description

§ Ensure closing the CCSD daily shift leaders logs & GIB help desk daily received messages within SLA time with proper escalation when needed.

§ Ensure to implement a monthly escalation MI that summarizes all ALAWWAL BANK wide issues faced by customers.

§ Ensure closing support log calls and complaints received through the complaint management BO within SLA time with proper escalation when needed.

§ Ensure NIL surprises in terms of Ops error and fraud.

§ Ensure cross matched high risk transaction for card maintenance unit as agreed with audit, setup a proactive process with business unit to seek ops delivery feedback on issues and work to fix the issues permanently.

§ Achieve an overall customer wait time (phone link 95%, preferred banking 99%, marketing 85%, activation card 95% and merchant 98%)

§ Follow SMART (i.e., skills, management, activeness, response and time) to reduce the call time and effective resolution of customer complaints.

§ Manages the random quality audit to ensure that all policies and procedures are followed.

§ Develop and formulate the ideas to increase the performance, profitability and decrease the cost during the year.

§ Achieve overall satisfactory audit rating.

Adherence to policies and procedures.

Contact our headquarters
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Central region - Riyadh
Phone: +966(0)11 406 4599
Ext: 6886

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