Priority Banking - Customer Service Representative

1. Client Relationship Management ▸ Resolve customer issues efficiently while ensuring first-contact resolution whenever possible. ▸ Manage customer complaints and escalations with professionalism and ownership. ▸ Follow up proactively on resolved complaints to ensure client satisfaction and retention. ▸ Maintain a personalized approach by understanding customer preferences and banking needs. 2. Operational Excellence ▸ Adhere to service level agreements, quality standards, and compliance requirements. ▸ Ensure proper verification and authentication procedures are followed for every customer interaction. ▸ Handle sensitive customer information with the highest level of confidentiality. ▸ Identify opportunities to enhance customer satisfaction and loyalty. 3. Compliance & Risk ▸ Adhere strictly to regulations and internal bank compliance policies. ▸ Always maintain complete confidentiality and data security. ▸ Maintain awareness of AML, KYC, data privacy, and information security requirements. 4.Quality & Continuous Improvement ▸ Consistently meet or exceed KPIs including CSAT, NPS, FCR, and AHT. ▸ Provide structured feedback on client pain points to drive continuous service improvement. ▸ Participate in coaching sessions, quality reviews and ongoing product training. 1. Education ▸ Bachelor’s degree in Business Administration, Finance, Banking, or a related field. ▸ Additional certifications in banking and wealth management are a strong advantage. 2. Experience ▸ Minimum 2–4 years of experience in: o Elite Banking Contact Centre o Priority Banking o Private Banking Support o HNI/UHNI Customer Service Environment ▸ Prior experience in a contact centre, relationship banking, or premier banking environment is highly preferred. 3.Technical Skills ▸ Proficiency in banking CRM platforms and core banking systems. ▸ Strong working knowledge of banking products. ▸ Comfortable with omnichannel contact platforms including contact centre technologies. ▸ Intermediate proficiency in MS Office Suite. 4. Language Skills ▸ English: Full professional proficiency — written and spoken ▸ Arabic: Full professional proficiency — written and spoken