Provide new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints for the purpose of increasing customer satisfaction. Includes Call Centre - Outbound, Call Centre/Customer Service, and E-Channels Customer Service. Reports periodically on quality of service and customer satisfaction.
FCC
Job Role
Customer Care Associate
Job Family Code
FCC
Job Family
Customer Care
Respond to customers via different channels and make regular contact for updating existing customers and prospects acting as the first point of contact.
Keep records of interactions with customers, and perform relevant administrative duties.
Maintain customer database and update periodically.
Promote financial services products and services.
Follow up for open tickets and coordinate with concerned departments for timely resolution.
Job Role
Senior Customer Care Specialist
Job Family Code
FCC
Job Family
Customer Care
Maintain strong customer relationships and ensure smooth account operations and observe fiduciary responsibilities.
Coordinate with internal departments such as sales, channels, operations, and others and provide feedback on service-level agreements and account maintenance tasks.
Validate customers opportunities before referring them to the appropriate channel.
Resolve complaints/issues in an accurate and timely manner by coordinating between customers and management or other channels when necessary.
Conduct customer satisfaction surveys and submit customer experience report.
Job Role
Customer Care Manager
Job Family Code
FCC
Job Family
Customer Care
Develop and oversee implementation of customer care policies, procedures and systems ensuring customer satisfaction of all delivered services.
Manage customer relationships for existing customers and prospects, creating good relations and keeping customer updated.
Develop and improve after sales services and coordinate cross-selling to optimise client experience while implementing fiduciary responsibilities.
Analyse customer service data to determine the level of customer satisfaction and design quality assurance programmes.
Oversee investigations of complex or long standing customer complaints and provide guidance to solve issues.
Job Role
Head of Customer Care
Job Family Code
FCC
Job Family
Customer Care
Contribute to the formulation of the overall organisation's strategy, in collaboration with others in the executive team, focusing on the organisation's customer care function.
Approve and ensure implementation of customer care function policies and procedures and ensure its efficiency.
Manage customer care function and ensures its compliance to regulatory requirements as well as market standards.
Manage and monitor customer care function budget for cost efficiency.
Manage internal and external relationships and represent the organisation in all business matters related to customer care function.
Oversee quality of sales services and cross-selling while monitoring fiduciary responsibilities.
Innovative thinking and planning are among the most important tasks in the business system. Innovation is an urgent necessity for continuity and growth. This program focuses on identifying the strengths, weaknesses, opportunities, and threats facing the organization. In addition to defining goals, how to formulate them and building plans according to the administrative level, identifying the elements of the planning process and integrating innovative thinking in the planning stages to ensure creative results.
DetailsSuccessful organizations rely on Critical Thinking and creative thought leaders who can generate inventive problem solving answers to the organizations issues. This training program provides participants with the knowledge and skills required to analyze problems and implement creative ideas in a practical way for the work environment, in addition to familiarity with tools and techniques that help analyze solutions, choose the most appropriate, and schedule lists to choose the best solutions.
DetailsPeople with high intelligence and mental abilities may not necessarily be successful in life. It is essential to possess emotional intelligence, or the ability to control feelings and emotions, in order to be successful and achieve personal development. The objective of this program is to provide participants with emotional intelligence skills that will enable them to understand their feelings, regulate them, deal with them positively, master communication, possess emotional competence, and get rid of negative emotions.
DetailsProfessional communication skills are considered an important factor in any relationship in general and in insurance specifically, and therefore, any servicing industry, including insurance, highly regard the basic principles that control the behavior and communication with others as it gives them an edge in understanding different personalities in future clients and the best ways to deal with them. This skill-based course in Professional communication skills in insurance is ideal for any candidates looking to communicate in the right way, effectively, efficiently and successfully with other people as communication in insurance is a core element in favoring one company over another. The topics we concentrate on include; principles and foundations of human relations, basic principles that govern human communication and behavior, communication process, criticism and personality types.
Details"Finance for Non-Finance Professionals" is an extensive 4-day program, with condensed and engaging sessions totalling 7 hours each day, specifically oriented towards degree-educated professionals from varied industries, the programme is ideal for those in non-financial positions and who seek to bolster their financial literacy. This comprehensive program is meticulously designed to demystify the world of finance for participants, fostering a proficiency that enables them to decipher and utilise financial information for strategic advantage. Over the course of these four days, participants will engage with financial principles and analysis techniques tailored to extend their expertise beyond their specific specialties, thereby equipping them with the understanding crucial for holistic and informed decision-making processes.
DetailsThe ability to self-knowledge, set priorities, and effectively manage your goals is vital in both personal and work life. This training program is designed to enable participants to discover and understand themselves, direct their abilities, manage their feelings and behavior to achieve the desired goals, which leads
DetailsThere is a Chinese proverb that says: Behind every capable person there are capable people. Collaboration is a vital part of personal and professional life, so learning team development and organizational culture is a great start to a better future. This training program is designed to provide participants with the concept of team work, the mechanisms for building it, the importance of developing the group spirit among the participants, and mechanisms for increasing the degree of team cohesion, rooting group values and unifying the vision among team members, which increases the effectiveness of work teams and reduces friction and conflict between teams within the organization through Unity of vision and goals and achieving more effective results.
DetailsAdministrative correspondence is an effective means of communication between members of the work team in organizations, which ensures the effective flow of information and decisions. This training program focuses on enhancing and developing participants' skills to learn about the art of formal writing and the mechanisms and stages of administrative correspondence, which supports communication and efficient problem solving, in addition to achieving goals effectively.
DetailsEvery profession has ethics, and every organization has ethical standards. Ethics is the basis of business, and the employee's commitment to work ethics does not mean only following regulations and laws, but also ensuring that work is carried out within standards and rules of professional conduct, in a way that enhances job commitment and achieves credibility and transparency. This program focuses on introducing participants to the standards of work in the financial sector, the code of professional ethics, relevant regulations and legislation, knowledge of professional rights and duties and how to maintain confidentiality and information security, as well as knowledge of protocols for dealing with others in the work environment.
DetailsEffective management has always been an important part of the working life of employees, as motivation, enthusiasm and productivity are closely related to how efficient and effective a manager is. The manager is not only responsible for the management’s output and reports, but also the responsibility of supporting and empowering employees by understanding their needs, motives, and guiding them in areas where they need to develop. The best leaders are those who communicate effectively with their employees and have high levels of emotional intelligence. So, what are some characteristics of an effective manager and how should he motivate and empower his employees and team members to achieve the best results? This training program focuses on effective management methods and basic skills for managers, as well as a review of the concepts and methods of guidance and how to set smart goals for employees, in addition to identifying motivation methods and its obstacles, and addressing the challenges facing managers to increase their ability to empower employees and direct them towards achieving the organization's desired goals.
DetailsGlobalization, automation, digitalization and changes in workforce patterns over the past five years, and most recently due to the COVID-19 pandemic, have made rapid business transformation a necessity for organizations to change the way they think and act to keep pace with developments. In this training program, participants obtain the skills necessary to manage change by developing critical skills and familiarizing themselves with the tools to implement change accurately and smoothly, thus positively impacting the organization's growth and success, as well as its ability to remain competitive in the field of business.
DetailsMoney Laundering schemes is a global phenomenon that ruins economies of entire countries from one aspect, as well as being a main source of financing terrorism. Therefore, most countries have worked together to formulate certain rules and guidelines to fight it, and the insurance industry is not safe from money laundering and is one of the industries exposed and used for money laundering and terrorism funding. This program is designed to provide candidates working in the insurance sector with a proper understanding of Anti-Money Laundering & Financing Terrorism, how to detect it, the different forms of fraud in insurance & the various strategies for combating it. Also, candidates will be exposed to the main international organizations that work in this area beside the Saudi Central Bank regulations that must be complied with.
DetailsOne of the basic skills needed to carry out daily tasks professionally is the ability to use Microsoft Excel to manage and create equations and statistics. This training program is designed to provide participants with the knowledge and skills necessary to use advanced technologies in Excel efficiently and effectively.
DetailsBonds are a type of debt which states a promise of payment by the bond issuer to the bond holder, according to specific terms at the time the bond is issued. The government is the largest issuer of bonds; long-term government bonds are issued to finance expenditures required by governments to support their countries, banks and large corporations are also major issuers of bonds. This program is designed to provide participants with a sound understanding of dealing in the debt and bond market and gain the ability to understand the different types of bonds and methods of evaluating and pricing them according to the return and to identify the risks associated with bonds and how to make the decision to invest in bonds
DetailsThis training program aims to prepare participants with the knowledge and skills necessary to pass the mandatory professional exam for the credit advisor, which is intended for all employees of service delivery channels, customer care, & financing preparation in the banking & finance sectors This program is designed to familiarize participants with all financing products, instructions for providing a real estate/mortgage financing product, the mechanism for obtaining financing, the main steps, & documents for obtaining financing products, highlighting the Saudi company for credit Information & the credit report form, in addition to the operational & credit risks that customers may be exposed to, & how to manage those risks. Objectives, their nature, principles of conduct and work ethics, as well as a review of the relevant laws & regulations, which enable them to perform their duties towards customers & the beneficiary professionally & responsibly.
DetailsAnalyzing statistics and creating reports that help in decision-making is one of the most important things in the business world, and Microsoft Power BI is one of the most important tools for analysis and decision support, as it gives decision makers a comprehensive view of important and critical data in the organization, through a set of integrated services that Analyze, share, and transform data into interactive dashboards and reports. This training program is designed to provide participants with the knowledge and skills needed to design and build scalable data models, filter, transform and process data, learn how to create dashboards, create and optimize reports, and configure and manage workspaces.
DetailsAre you familiar with the basics of business writing? Can you simplify complex ideas? Would you like to improve your technical writing and reporting skills? Professional writing skills improve relationships and performance between employees and stakeholders, thus contributing to the credibility and professionalism of a business. Through this training program, participants will develop business writing skills that will allow them to communicate effectively with each other through learning and using various electronic methods, as well as acquiring the skills necessary to efficiently prepare formal letters and technical reports.
DetailsYou've probably heard of the term "Block chain", right? but you don't really know how it works? What are its applications? Many people refer to Block chain technology as the "The Internet of Money", also it has been one of the fastest growing information technologies of the past decade. Therefore, this training program is designed to cover the fundamentals of Block Chain and its applications, as well as the challenges and risks involved with its various applications.
DetailsIn light of the efforts made by insurance companies to verify information related to their customers, they have taken great care to implement the "know your customer" rules and guidelines in order to combat financial crime and ensure that the principles of integrity prevail in all operations and activities. This training program is designed to familiarize participants with the concept of knowing your customer, the general rules for identifying customers and verifying their identities, and how to assess customer risks, as well as reviewing the instructions and regulations issued by the Central Bank regarding the principle of knowing your customer in the insurance sector.
DetailsCommunication is the basis of success, the greater the ability to communicate effectively, the greater the chances of success in work and personal life. This training program is designed to improve and develop the verbal and nonverbal communication skills of employees, and to provide participants with communication skills to achieve the goals of the communication process, in addition to developing the skills of listening, presentation, recitation and feedback, and understanding the purposes of body language to enhance the communication process.
DetailsUnlock your potential to lead and inspire with The Financial Academy's Emerging Leader Program (ELP), tailored for ambitious professionals ready to leave a lasting impact. ELP encapsulates the core of transformative leadership by blending interactive sessions with actionable insights, aiming to develop a growth mindset, master strategic communication, and exert powerful influence. This journey of self-discovery encompasses engaging lectures, in-depth case studies, and personalized coaching, all designed to arm you with vital leadership skills for today's ever-evolving financial sector. ELP not only boosts your confidence to lead but also encourages you to inspire others. The program developed in partnership with the Center for Creative Leadership, the program is a lighthouse for those determined to redefine norms, foster innovation, and steer teams toward unparalleled success. Embrace the future as a visionary leader who navigates with precision, energizes with actions, and turns obstacles into opportunities. Embark on your leadership journey—enroll in the Emerging Leader Program today.
DetailsCorporate governance is simply about how we run our businesses to ensure they are run properly, fairly and in the interests of all key stakeholders. Boards of directors are responsible for the governance of their companies, but all employees need to be aware of their roles and responsibilities and apply the policies, procedures and guidelines which the board sets out for them. This training program explores the roles played by the shareowners, boards, directors, executive managers and other stakeholders.
DetailsDive into the future of finance with our cutting-edge Artificial Intelligence in Finance program, designed specifically for today's financial leaders. This immersive training experience will equip you with the knowledge and tools to harness AI technology, transforming your approach to financial strategies, risk management, and customer service. Learn from industry experts how AI is reshaping the financial sector, from predictive analytics to automated customer interactions, and how you can lead this change within your organization. Whether you're looking to innovate your services, enhance decision-making processes, or drive a culture of digital transformation, our program offers a comprehensive roadmap to mastering AI in finance. With hands-on exercises, real-world case studies, and strategic planning workshops, you'll emerge ready to tackle the challenges and opportunities of AI integration. Perfect for finance professionals seeking to stay ahead in a rapidly evolving industry, this program will not only expand your skill set but also position you as a leader in the digital finance revolution. Join us to unlock the full potential of AI in your financial practices, setting new standards for excellence and innovation in your field.
DetailsIn today's dynamic and competitive business landscape, leadership excellence and strategic thinking are paramount for senior executives. This course has been meticulously designed to empower CEOs and top-level executives with the knowledge, skills, and insights necessary to navigate the complexities of modern leadership successfully. Over the five intensive days, we will embark on a transformative journey, delving into the core principles of visionary leadership, strategic planning, effective decision-making, financial acumen, ethical leadership, and governance best practices. Through engaging lectures, interactive discussions, practical exercises, and real-world case studies, you will not only enhance your leadership capabilities but also gain the strategic prowess required to lead your organisation toward sustainable growth and success.
DetailsCorporate governance is simply about how we run our businesses to ensure they are run properly, fairly and in the interests of all key stakeholders. Boards of directors are responsible for the governance of their companies, but all employees need to be aware of their roles and responsibilities and apply the policies, procedures and guidelines which the board sets out for them. This module examines the role, authority, legal responsibilities of an effective director and the relationship between board performance and its structure, composition and membership.
DetailsIt is no surprise that fraud has accompanied insurance since its inception, but the origins of this practice and the method by which it operates have evolved over time, and numbers of insurance fraud incidents have recently increased. This program is designed to provide candidates with a proper understanding of; fraud, its types, its indicators, methods of Fraud detection, investigation and prevention, different tools available to counter fraud in different lines of business in insurance.
DetailsFuture Financial Leadership Program (FFLP) is one of the Financial Academy’s initiatives that aim at achieving the Saudi Vision 2030, by developing a squad of competent leaders who will lead future development of financial sector, based on the objectives of the Financial Sector Development Program (FSDP).
DetailsProceeding from the pioneering role of the Kingdom of Saudi Arabia and its commitment to international treaties related to money laundering and combating terrorism and its keenness to keep Saudi society and financial sectors free from financial corruption and what may affect the economic, political or social stability; many rules and regulations have been adopted to combat financial crimes and limit their spread. This training program presents the latest relevant regulatory developments; The new methods of money laundering associated with the capital markets, It also discusses the latest methods, ideas and tools that contribute to combating it and avoiding its occurrence.
DetailsGCC BDI is the leading organization in the region for board directors, BDI has a strong values-based and ethical corporate culture. As well as focusing on employee training and development on personal and career growth and instilling corporate values and work ethics in them. This training program focuses on the board’s role in risk oversight, risk governance structures, risk appetite and balancing risk and opportunity, incorporating strategic risk thinking into strategy, effective Enterprise Risk Management and disclosure, and embedding a risk culture.
DetailsThe capital market system and regulations aim to develop the market and the entities operating in it, and to provide guarantee and protection for dealers from any practices involving fraud or manipulation, while enhancing transparency and raising the professional level of workers in the sector. As is necessarily known, every profession has ethics, and every organization has ethical standards. Ethics is the basis of business, which ensures the achievement of credibility and transparency, which will reflect positively on the organization, its employees and its clients. The training program designed to enhance business ethics and focus on the principles of functional commitment to ensure customer satisfaction and strengthen relationships with stakeholders.
DetailsGCC BDI is the leading organization in the region for board directors, BDI has a strong values-based and ethical corporate culture. As well as focusing on employee training and development on personal and career growth and instilling corporate values and work ethics in them. This workshop will explore the board’s role in setting the strategic vision and direction for the organization, the importance of strategic thinking and creating competitive advantage, innovation and the latest technological trends.
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