Job description

Description

Communication & Follow-up

1. Receive turned in applications and hand to Call back unit
2. Review TIA cases rejected from call back unit at the first stage and from CAF at later stage to distribute potential cases to the concerned Sales Supervisors to be completed and return success cases within the set TAT
3. Archive & consolidate dead cases and communicate with Call Back Unit to proceed with sending an apology SMS to the rejected customers
4. Early salvage cases in the CAF department before being rejected through coordinating with Sales supervisors to provide needed or required documents to help approve the case
5. Handle Cards & Loans referrals received from the X-selling program and assigning them to the Sales Supervisors while collecting feedback
6. Review account opening documents & booking set received from Sales Agents/Supervisors to ensure that all needed documents/signatures are provided according CBE regulations and Bank’s policies before delivering to the AMU
7. Contact all PIL customers that signed the cheques and documents set to confirm all the conditions, fees and instalments
8. Ensure safe and proper custody of collateral cheques including handing over / taking over to guarantee balancing of security items are conducted as per SOPs
9. Monitor and follow up on Audit issues related to Sales Unit and ensure they are rectified
10. Direct complaints to the Sales concerned Personnel after receiving it from CCU and ensure cases are solved within the set TAT to achieve customer satisfaction
Policies, Processes and Procedures
11. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Day-to-day management
12. Follow the day-to-day operations related to own jobs in Direct department to ensure continuity of work
Compliance
13. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks

5. COMMUNICATIONS & WORKING RELATIONSHIPS
Internal
- Sales Managers/supervisors
- CAF
- CCU
- Call Back Unit
External
- Existing
- NTB Customers

6. QUALIFICATIONS, EXPERIENCE, & SKILLS
Qualifications & Experience
- Bachelor degree of commerce , Business Administration or related fields .
- 0 to 2 Years of experience
Skills

- Good command of English & Arabic Languages
- Basic Computer skills
- Communications skills & Negotiation skills
- Ability to work under stress
- High sense of controls
- Process oriented