SAMA Customer Care Specialist

Join HALA: Redefining Financial Services for SMEs in the MENAP Region

At HALA, we are pioneering a transformative shift in financial services, dedicated to empowering small and medium-sized enterprises (SMEs) across the UAE, Saudi Arabia, and Egypt. As a leading fintech innovator, we are building the future bank for SMEs by delivering cutting-edge financial and technological solutions. Our suite of offerings, including HALA Payments and HALA Logistics, enables merchants to seamlessly digitize payments, streamline sales, and optimize operations. Licensed by the Saudi Arabian Central Bank since 2017, HALA is at the forefront of driving financial inclusion and operational efficiency in the region.

About the Role

As a **SAMA Customer Care Specialist**, you will play a pivotal role in ensuring exceptional customer experiences while driving operational excellence. This position is ideal for a detail-oriented professional with a passion for financial services, exceptional communication skills, and a commitment to delivering high-impact solutions. You will be the trusted voice of HALA, fostering long-term relationships with SME clients while upholding the highest standards of compliance, accuracy, and professionalism.

Key Responsibilities

• Client-Centric Problem Solving: Actively identify and address the unique needs of SME clients to ensure complete satisfaction, leveraging your expertise to provide tailored solutions that drive business growth.
• Trust-Building Communication: Establish and nurture sustainable relationships with SAMA representatives through transparent, empathetic, and proactive communication, fostering trust and loyalty.
• Precision and Compliance: Deliver accurate, validated, and comprehensive information using the latest tools and methodologies, ensuring full adherence to regulatory standards and internal policies.
• Conflict Resolution and Follow-Up: Efficiently handle customer complaints with professionalism, offering timely and effective resolutions while conducting thorough follow-ups to guarantee lasting satisfaction.
• Performance Excellence: Maintain and exceed key performance indicators (KPIs) in a high-pressure call center environment, aligning with HALA’s commitment to operational efficiency and client-centric outcomes.
• Policy Adherence: Strictly follow HALA’s communication protocols, guidelines, and regulatory frameworks to ensure consistency and integrity in all interactions.

What You Bring to the Table

• Education and Experience: A bachelor’s degree in business, finance, or a related field—or equivalent years of experience in a comparable role. Essential is 2-4 years of experience in customer care, with a proven track record in the financial sector. Prior experience as a call center supervisor is highly valued.
• Technical Proficiency: Advanced proficiency in Microsoft Office tools, with a strong ability to navigate and utilize digital platforms efficiently.
• Multilingual Communication: Fluency in both English and Arabic to effectively engage with a diverse client base across multiple regions.
• Compliance Expertise: In-depth knowledge of financial regulations, compliance standards, and industry best practices to ensure all interactions align with legal and operational requirements.
• Core Competencies: Demonstrable excellence in self-actualization, team synergy, entrepreneurial mindset, and business acumen, enabling you to thrive in a dynamic, fast-paced environment.

Why Join HALA?

At HALA, we foster a culture of innovation, inclusion, and growth, offering a dynamic work environment that supports remote, hybrid, and in-office flexibility. Our global team of over 30 nationalities collaborates across seven countries, creating a vibrant and diverse workplace where creativity and collaboration thrive.

We are committed to your professional development, providing competitive compensation packages, mentorship opportunities, and an annual learning stipend to help you continuously upskill and advance your career. As a high-growth organization, HALA empowers employees with autonomy, challenging goals, and the trust to drive impactful results—because we believe the best outcomes emerge when talent is given the freedom to innovate.

If you are a results-driven professional eager to make a meaningful difference in the fintech space, we invite you to be part of our journey. Join HALA and contribute to shaping the future of financial services for SMEs in the MENAP region.