GB1726 - Customer Service Officer-CPD
About Gulf Bank
Gulf Bank was established in 1960 and has since progressed to becoming an
industry-leading financial services provider complemented by a large network of 55
branches strategically positioned in key locations across Kuwait.
The main groups of the Bank are Consumer Banking, Corporate Banking, International
Banking and Treasury.
To handle standard clerical duties with efficiency within the Customer Service Unit by receiving incoming credit/debit card queries and complaints from customers, branches and other departments and ensuring prompt resolution of all queries and customer complaints. The role also includes monitoring and follow – up with customers on suspected fraudulent transactions.
Receive various queries related to credit/debit cards and communicate with the appropriate teams ensuring prompt resolution of all queries and complaints
Document and register all customer queries/ requests and update service request log with feedback on the progress, resolution or conclusion in order to maintain cardholder information on the card processing system as per GB policy
Follow-up with concerned Teams on pending customer requests and internal service requests with a scheduled turnaround time per request and keep customers informed on the progress of their service request
Assist customers in case of a lost or stolen card situation and take appropriate action to secure customer’s account
Coordinate with customers regarding any dispute or fraud Issue ensuring suitable action and timely closure
Communicate with customers in case of any un-usual and doubtful activity from the daily-transgressed rules transaction reports to escalate appropriate measure in resolving the issue
Handle all customers, merchant and internal staff in a professional manner.
Provide daily reports to the supervisor.
Follow all relevant operational procedures and instructions so that work is carried out in a controlled and consistent manner
Conform to risk policies and procedures to minimize the error ratios and customer frauds.
Education, Knowledge, Experience and Skills:
Education / Qualifications:High School Certificate / Diploma in Banking Operations
Knowledge: Knowledge of Consumer Banking products and services; understanding of Cards Products. Knowledge of regional business trends and local market.
Experience: 1 - 2 years experience in customer service relating to a credit card business environment and basic knowledge of MasterCard, Visa and Amex card products, functionality & ruleS
Generic & Specific Skills:
- Bilingual in Arabic and English
- Communication and interpersonal skills
- Professional Telephone Etiquette
- Customer Service & Selling Skills
Note: you will be required to attach the following:
1. Resume / CV