Customer Service Analyst

General Description/Purpose:Provides efficient and professional support to customers by handling inquiries, requests, and complaints related to SHL Finance products and services. The role ensures accurate record-keeping in the SHL or Kastle system, coordinates with internal teams and the archiving partner for file management, and maintains service quality in line with company standards and regulatory requirements.Essential Duties (Major responsibilities of this position):Providing excellent customer service by assisting customers with their inquiries, complaints, and requests regarding banking products and services.Identifying and addressing customer needs, recommending appropriate solutions, and promoting additional services to enhance customer satisfaction.Resolving customer concerns and escalating complex issues to the relevant departments for further investigation and resolution.Maintaining accurate records of customer interactions, transactions, and inquiries using the SHL database or Kastle system.Proactively identifying opportunities for process improvement and sharing feedback with management to enhance the overall customer experience.Collaborating with other departments, such as sales, operations, and compliance, to ensure smooth service delivery and compliance with bank policies and procedures.Staying updated on SHL’s products, services, policies, and industry trends to provide accurate and up-to-date information to customers.Adhering to established service quality standards, timelines, and performance metrics to meet or exceed customer service targets.Participating in ongoing training and development programs to enhance knowledge and skills related to customer service and banking operations.Receive customer files from the concerned department and perform a quality check.Record files received into the system and label each file.Deliver and record certain documents from each file to Finance.Coordinate with SHL archiving company partner to recall or deliver files.Perform a yearly inventory for all funded files.Minimum Requirements/Experience (What is required to perform the essential duties):1-3 relevant experience in customer service. Fluency in Arabic and English strongly preferred.Education:High School degree