SAMA Customer Care Specialist

Who We Are

HALA is a prominent fintech organization operating across the MENAP region, dedicated to revolutionizing financial services and establishing the future banking system for SMEs. Our mission is to empower SMEs by providing state-of-the-art financial and technological solutions to help them initiate, manage, and expand their businesses. Currently, HALA possesses licensed entities in the UAE, Saudi Arabia, and Egypt, including HALA Payments and HALA Logistics, delivering tools that facilitate merchants in digitizing payments and managing their operations efficiently. The company was established in 2017 and is licensed by the Saudi Arabian Central Bank.

Role Summary and Responsibilities

• Evaluate Sama’s requirements and identify ways to achieve high customer satisfaction.
• Develop and maintain trustworthy, long-term relationships with SAMA representatives through clear and engaged communication.
• Ensure delivery of precise, valid, and comprehensive information utilizing appropriate methods and tools.
• Manage customer complaints by offering suitable solutions and alternatives within deadlines, and ensure follow-up until resolution.
• Maintain performance benchmarks as per Call Center Key Performance Indicators (KPIs).
• Adhere strictly to all communication processes, guidelines, and policies.

Candidate Requirements

• A bachelor's degree in business or an equivalent educational qualification or commensurate experience.
• Between 2 to 4 years of relevant industry experience.
• Proven work experience within the Financial Sector is mandatory.
• Previous supervisory experience in a call center environment is required.
• Strong computer proficiency, especially advanced skills in Microsoft Office.
• Fluency in both English and Arabic languages.
• In-depth knowledge of compliance rules and regulatory frameworks.
• Core competencies include advanced skills in personal fulfillment, teamwork and development, entrepreneurial mindset, and business acumen.

What HALA Provides

• An inclusive, diverse culture nurturing innovation and flexibility through remote, office-based, or hybrid arrangements.
• Competitive salary packages with opportunities to own company shares.
• Focus on continuous personal growth through regular training sessions and an annual stipend for learning.
• Opportunity to work with a multicultural team representing over 30 nationalities across 7 countries within a dynamic fintech environment.
• A culture of autonomy, mentorship, and ambitious goals enabling tremendous growth for both the individual and the company.
• High level of responsibility and trust, allowing freedom in decision-making to achieve optimal results.