Customer Experience Advisor UAEN

Job Description:

About the Role :

A Customer Experience Advisor is responsible for providing exceptional service to customers across various banking channels, ensuring that their needs are addressed efficiently and professionally. The role involves handling customer inquiries, resolving complaints, guiding customers on banking products and services, and identifying opportunities to improve customer satisfaction. The advisor acts as a key point of contact, building strong customer relationships while ensuring compliance with bank policies and service standards.

The ultimate goal is to create a seamless and positive customer experience that strengthens customer loyalty and supports the banks growth objectives

• Interact with customers over the phone to understand their banking needs.
• Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone and when required appropriately escape customer queries and complaints for resolution.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.
• Cross Sell any of the assigned products or services assigned by the management.
• Login to chats and provide services as chat agent as and when required.
• Working on Internet Banking & Mobile Banking enables / disables when required.
• Enhance the customers to get their statements through email and register them on e-statements module.
• Cross sell different products or services for customers.
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.
• Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.

• Bachelor’s degree in business, Finance, or a related discipline
• Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment
• Proven experience in managing and growing high-value client relationships
• Fostering teamwork and collaborative relationships
• Adaptability and resilience in a dynamic branch environment
• Strong team collaboration and customer orientation
• Result-driven mindset with basic problem-solving ability

• Strong attention to detail and accuracy
• Effective communication and interpersonal skills
• Basic technical proficiency in banking systems and processes
• Demonstrated initiative and ownership in achieving sales targets