Financial Customer Care Advisor

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Ebra Full time 30,000 - 60,000 per year

As a Financial Customer Care Advisor, you will serve as the first point of contact for debtors engaging with Ebra's platform. You'll deliver respectful, compliant, and effective support across channels such as WhatsApp, voice AI, SMS, and email—making the repayment experience more human, helpful, and seamless

بصفتك مستشار خدمة عملاء مالي، ستكون نقطة الاتصال الأولى للمدينين المتعاملين مع منصة Ebra. ستقدم دعمًا محترمًا ومتوافقًا وفعّالًا عبر قنوات متعددة مثل واتساب، والذكاء الاصطناعي الصوتي، والرسائل النصية القصيرة، والبريد الإلكتروني — مما يجعل تجربة السداد أكثر إنسانية، وسلاسة، وفائدة

Key Responsibilities
  • Engage with debtors via WhatsApp, AI voice calls, SMS, and email using Ebra's omnichannel platform.
  • Assist with login, identity verification (e.g., Nafath), and secure access to account details.
  • Explain payment options, including discounts, installment plans, and due dates.
  • Handle questions, complaints, and disputes in a professional and timely manner.
  • Ensure all communications meet SAMA, PDPL, and company compliance standards.
  • Document all interactions in Ebra's CRM and internal dashboards.
  • Escalate edge cases or flagged issues to compliance or legal teams as needed.
  • Work collaboratively with Operations and Tech to improve workflows and the customer journey.
المسؤوليات الرئيسية:

- التفاعل مع المدينين عبر واتساب، المكالمات الصوتية بالذكاء الاصطناعي، الرسائل النصية القصيرة، والبريد الإلكتروني باستخدام منصة Ebra متعددة القنوات.

- المساعدة في تسجيل الدخول، التحقق من الهوية (مثل: منصة نفاذ)، والوصول الآمن إلى تفاصيل الحساب.

- شرح خيارات الدفع، بما في ذلك الخصومات، وخطط التقسيط، وتواريخ الاستحقاق.

- التعامل مع الاستفسارات، الشكاوى، والنزاعات بمهنية وفي الوقت المناسب.

- التأكد من أن جميع الاتصالات تتوافق مع معايير مؤسسة النقد العربي السعودي (SAMA)، ونظام حماية البيانات الشخصية (PDPL)، وسياسات الشركة.

- توثيق جميع التفاعلات في نظام إدارة علاقات العملاء (CRM) ولوحات المتابعة الداخلية الخاصة بـ Ebra.

- تصعيد الحالات الخاصة أو المشكلات الحساسة إلى فرق الامتثال أو الشؤون القانونية عند الحاجة.

العمل بشكل تعاوني مع فرق العمليات والتقنية لتحسين سير العمل وتجربة العميل

Requirements
  • Fluent in Arabic (native) and English (experienced level).
  • Excellent verbal and written communication skills.
  • Comfortable using CRM tools, dashboards, and digital platforms.
  • Ability to thrive in a fast-paced, tech-enabled, high-autonomy environment

المتطلبات :

-إجادة تامة للغة العربية (كلغة أم) واللغة الإنجليزية (بمستوى مهني).

-مهارات ممتازة في التواصل الشفهي والكتابي.

-القدرة على استخدام أدوات إدارة علاقات العملاء (CRM)، ولوحات المتابعة، والمنصات الرقمية بكل كفاءة.

-القدرة على العمل والنجاح في بيئة سريعة الوتيرة، مدعومة بالتقنية، وتتميز بقدر عالٍ من الاستقلالية.

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