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Client Services Officer

Direct Responsibilities
1.  Manage internal and external client inquiry
·         Ensure all requests and activities of the team are logged in HOBART tracking tool
·         Monitor and ensure resolution of all internal and external client requests mainly related but not limited to payments, trade and general enquiries.
·         Escalate requests on need basis to required departments in precise/ neat manner.
·         Manages clients daily requests: answering questions/queries/concerns, providing document requirements, statements, status updates etc
·         Reports incidents and participate in the resolution of incidents/complaints.
·         Initiate and maintain an excellent client relationship and ensure satisfaction level.
·         Understanding the clients business and collaborate on providing beneficial operational solutions to the clients.
2. Manage client communication flow and knowledge banking related matters
·         Contact client on need basis to obtain further information for all types of requests.
·         Understand and be proficient on all BNPP Banking products’ functions and features
·         Inform all impacted parties on any Banking products related issues on a timely and professional manner
·         Be part of promotional activities of banking products, as necessary
3. Participate in client service related projects on behalf of Client Service MEA
4. Contribute to team KPIs for business sponsors and internal management on a regular basis
5. Abide by department procedures and global/Regional/local SOP’s
6. Responsible for logging incidents and customers complaints as  per standard procedures

Education
Bachelor degree

Prior Work Experience
1 to 2 Years of experience in banking, preferably in the field of customer service or operations team with  a desire for client facing role

Skills
Comply with the procedures, work independently and work through to completion
General knowledge of Banking products and services
Excellent knowledge of payment and trade operational processes
Knowledge of MS Office is required to operate swiftly on daily basis
Strong communication skills to communicate with internal and external clients
Team player,  handling daily work pressure (tight deadlines, Quick TAT)
Self-motivated  to work independently with minimum dependence on others
Highly developed sense of integrity and commitment to customer satisfaction
Be flexible on working hours and working days
Fluent in English
Other language(s) –Arabic, French, Hindi

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