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JOB PURPOSE
To conduct the daily operational and administrational tasks related to CLCU, Retention and Activation teams to ensure smooth workflow of the processes and aid in achieving the set targets.
Description
Quality Control
1. Conduct the daily CLCU, Retention & Activation teams’ operational and administrative requests within the set TAT with high quality.
2. Assign daily queue on CLCU, Retention & Activation teams.
3. Collect the feedback of all the assigned queues daily and take the needed action
4. Prepare the daily requests to be sent to the Cards Centre and Operations Department for implementation
5. Verify the bulk source and payroll deals and ensure that the customers are granted the proper related offer.
6. Send the daily complaints report submitted by the CLCU, Retention & Activation teams to the internal concerned area.
7. Distribute branches/ call centre referrals and ensure proper tracking for the referrals.
8. Prepare report for all technical and non-technical adherence for all the three areas and submit it to cards back office manager.
Reporting
9. Prepare daily Sales performance and productivity reports on CLCU, Activation and Retention activities’ impact and response rate that provides a clear vision on the performed task quality and efficiency and submit it to the cards Quality & Back Office Manager
Policies, Processes and Procedures
10. 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
11. Follow the day-to-day operations related to own jobs in the customer life cycle department to ensure continuity of work
Compliance
12. 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"
Qualifications & Experience
• Bachelor’s degree of Commerce, Business Administration, Economics or of related
• Minimum 0 to 1 years of experience in same/similar position (from 1-2)
Skills
• Excellent command of English & Arabic Languages
• Excellent Computer skills
• Excellent Communication skills
• Negotiation and Decision Making skills, etc"
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