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.
BCC
Job Role
Customer Care Associate
Job Family Code
BCC
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
BCC
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
BCC
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
BCC
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.
"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.
DetailsElevate your financial leadership with our transformative AI training program. Discover how AI is reshaping finance through real-world examples and case studies, equipping you to identify and leverage AI within your organization. Learn to craft strategic AI integration plans by analysing your operations for optimal deployment areas. Tackle ethical, privacy, and security challenges head-on with comprehensive compliance strategies. Lead your organization through cultural shifts to embrace AI, enhancing decision-making, risk management, operational efficiency, and customer satisfaction. Finally, prepare for the future with an action plan that keeps you ahead of emerging AI trends and technologies. This program is your gateway to becoming an AI-savvy leader in the financial sector.
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).
DetailsDue to the special features of financing contracts related to credit risk, collectors need to be proficient in using credit loss forecasting tools to categorize customer debts according to international standards. This program presents the most important principles, tools, and methods for collecting financial receivables and debts before they become faltering, and the collection strategy when they turn into distressed debts. Moreover, it covers the behavioral and negotiating skills collectors need, as well as the steps and methods of debt collection associated with the field of financial leasing contracts.
DetailsCustomer service is very important to business success as it requires knowing yourself before knowing the customer as well as knowing the processes and techniques to build strong customer relationships. Excellent customer service is not an optional thing but an urgent necessity. When you deal with your customers exceptionally, they become an effective marketing tool for business. The program focuses heavily on the behaviors and social aspects of customer service through the practice of communication skills techniques in addition to understanding and using different aspects of behavior and body language to ensure positive and successful customer interaction.
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.
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.
DetailsThis program is designed to introduce the ethics of financial transactions in Islamic banking, in addition to acquiring basic knowledge of Islamic banking transactions by identifying the Shari’a regulations for financial transactions, and banking services with Shari’a compliant. The program enables participants to gain the ability to distinguish the characteristics of an Islamic bank from a conventional bank, as well as learn about the principles and characteristics of accounting standards for Islamic financial transactions and operations in accordance with Shari’a regulations.
DetailsMarketing concepts have developed rapidly, this development has given great interest to the promotional and sales tools that support them. With the development of communication technology, the focus was on the phone as a sales tool to achieve an increase in the volume of sales. The Tele sales Skills Program focuses on the practical aspects of how to use the telephone as a sales tool to achieve the marketing objectives of organizations. The program also addresses the best technical practices in using the telephone and important commandments to improve the performance of tele sales operators.
DetailsIncreasing competition has forced businesses to think carefully about deepening and improving their relationship with customers. Customer experience is the driver of organizations transformation and business development. This program focuses on developing and refining the skills of employees to improve the customer experience at all stages of engagement with the customer. The program also covers how to develop a basic model for improving customer experience that ensure customer satisfaction and loyalty, which results in increasing the organization's market share and maximizing its profits, in addition to developing a positive customer experience culture within the organization at all customer touchpoints.
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.
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.
DetailsDive into the dynamic world of financial technology with our comprehensive Fintech Bootcamp and Hackathon, designed for forward-thinking professionals eager to master the digital transformation reshaping the financial industry. This intensive program offers a unique blend of theoretical knowledge and practical experience, guiding participants through the intricacies of fintech innovations, data analytics, regulatory frameworks, and much more. From exploring the genesis and disruptive forces of the fintech revolution to mastering the latest in data analytics, AI, and regulatory frameworks, our curriculum is designed to empower you with the knowledge and skills crucial for crafting cutting-edge financial solutions. Distinguished by its comprehensive approach, the bootcamp covers a wide array of topics including NeoBanking, Embedded Finance, digital transformation strategies, and the nuances of Agile management, all tailored to the specific needs and regulatory conditions of the MENA region and beyond. Participants will have the unparalleled opportunity to learn from seasoned industry experts, engage in real-world case studies, and apply their learnings in a dynamic hackathon environment, culminating in the chance to pitch innovative fintech solutions to potential investors. Whether you aim to elevate your career, pivot to a fintech specialization, or launch a startup, our bootcamp offers the tools, insights, and network to propel you to the forefront of financial innovation. Join us to unlock a world of opportunities in the fintech domain, where you'll not only gain a competitive edge as well as becoming a part of an elite community driving the future of finance. Register now to redefine your career and shape the next wave of fintech innovation.
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.
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.
DetailsCustomers are the real wealth and capital of business organizations today. The real competitive advantage in the market is how many customers you own and your ability to maintain them. Therefore, customer centricity has become of paramount importance through customer service and excellent communication with them professionally. The program focuses on fostering a customer-centric culture by understanding customer needs and expectations aiming to make appropriate changes and thereby exceeding their expectations, delivering an outstanding customer experience and creating a long-term relationship, along with understanding the benefits of customer centric performance.
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.
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.
DetailsGCC BDI has launched the Diploma in Directorship Program, The Director’s Diploma Award is a professional designation conferred by the GCC Board Directors Institute and the Financial Academy. Achieving the award of Diploma in Board Directorship, means that a Director has demonstrated an internationally accepted level of application of knowledge and skills as it pertains to board performance. As the Diploma in Board Directorship encourages participants to develop their skills and to fulfill their role as board directors, in addition to equipping a director with an award of Diploma in Board Directorship to make a valuable contribution to any Board. This module explores the need for board leadership, key roles and relationships, leadership skills, culture and reputation.
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.
DetailsSetting goals and objectives is very essential for successful people. Planning and prioritizing one’s day are two key skills needed to be successful and add value to an organization. Time is one of our most valuable resources, yet we don’t always manage it as effectively as we could. If not managed properly, it will lead to a stressful working environment that prevents you from being successful and achieving your goals. Participants in this training program will learn how to prioritize and plan their time effectively, as well as how to use their communication skills to influence those around them. They will also learn how to manage meetings and delegation with success.
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.
DetailsPresentation skills are a very important part of the business ecosystem. Whether internally, aimed at making a point of view to co-workers, or externally to persuade and influence stakeholders, it is a skill used daily in all walks of life. The Presentation Skills program focuses on several capabilities that contribute to building a positive interaction with the target audience. The program covers the most important concepts and practical methods in the process of preparing and organizing the presentation, in addition to knowing the impact of body language on the success of the presentation.
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.
DetailsThe concerned authorities issued several laws and regulations to combat forgery in documents and signatures to protect organizations against the various risks relating to the receipt and handling of forged documents and cheques. This program is designed to familiarize the participants with the concept of forgery of documents and their signatures, the different types of forgery, its methods and means of combating it in financial institutions.
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.
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.
DetailsHaving the ability to communicate and deal with people with disabilities is one of the most important skills that all frontline employees in financial institutions must possess, in a way that enhances the humanitarian role of those institutions towards their clients of people with disabilities, and contributes to facilitating ways to provide financial services to this group of society and establish fairness among all segments of society. This training program covers several topics, the most important of which is the concept of people with disabilities, and the instructions of the Central Bank related to the services provided in financial institutions for them, as well as the skills of dealing and communication and the mechanism of welcoming them.
DetailsInnovative 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.
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