Customer Care Analyst

Envision Employment Solutions is currently looking for a Customer Care Analyst for one of our partners, a leading Digital Bank!

THE ROLE

Customers don't call about the product, they call about their money, and whatever's happening with it right now. You're the one who answers, in whichever language and channel they reach out on, and whether it's a balance question, a loyalty point that didn't land, or something that needs cards or payments to step in, you're the one who makes sure it's handled and handed off cleanly when it needs to be. Working in shifts, you're there when customers need the bank to actually show up.

WHAT YOU’LL DO

• Resolve customer inquiries via all channels (chat, phone, email) efficiently and accurately
• Support deposit account servicing, including balance, interest, and account-related issues
• Handle loyalty and rewards-related inquiries and escalate to the PFM/loyalty product team where needed
• Manage operational escalations and coordinate with cards, payments, and specialist teams
• Accurately log all interactions and maintain case records in the CRM system

WHAT WE’RE LOOKING FOR

• 1 to 3 years of experience in customer service, preferably in banking or fintech
• Excellent verbal and written communication skills in both Arabic and English
• Familiarity with retail banking products and digital banking platforms
• Strong empathy, patience, and problem-solving ability
• Proficiency in CRM and customer support tools

YOU’LL THRIVE HERE IF YOU

• You can move between Arabic and English mid-conversation without losing the thread or the tone
• You'd rather resolve a deposit or rewards question fully than pass it along half-explained
• You know exactly when a case needs cards, payments, or a specialist team, and you hand it off with the context they need
• You treat every case record as something the next person might have to rely on
• You stay steady and empathetic on your fifth call about the same issue as you were on your first