• 2.1.1 Customer service


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    Description of role

    Responsible for performing customer related functions and for supporting retail sales team.

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    Core skills

    • Knowledge of customer service related operations
    • Ability to understand and interpret various customer’s requests
    • Ability to respond to client requests by communicating with internal departments involved in delivering basic Islamic banking services to retail clients
    • Understand customer due diligence process
    • Understand customer service related policy and procedures
    • Ability to handle customer complaints effectively
    • Awareness of customer confidentiality standards
    • Awareness of customer fair treatment and business conduct requirements
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    Qualification and/ or certification

    • QFSQF Level 2

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    Industry knowledge

    • Knowledge of relevant Islamic banking products and services

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    Regulatory compliance of role

    • Knowledge of banking regulatory framework
    • AML laws and regulations