Officer- Customer Service

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

Meet and Greet Customers, provide extensive customer services in a professional and customer-centric approach. Support the Branch Assistant Manager/Branch Manager in day-to-day operations whilst processing error-free transactions in a timely manner.

Accountabilities

1. Provide assistance in supporting the Branch Manager / Assistant Manager on implementing change initiatives.
2. Ensure processing error-free transactions in a timely manner.
3. Encourage the customer to use the digital platforms to improve service efficiency/experience and educate the customer on how to use the APP.
4. Receive and process customer requests within predefined timelines.
5. Generate leads/referrals from walk-in customers and route to Islamic branches.
6. Respond to all customer and operations-related queries that are routed through other channels without fail within predefined timelines.
7. Processing error-free transactions in a timely manner such as file quality, follow-up, etc.
8. Maintain up-to-date product knowledge and processes with respect to FAB Islamic Distribution - Islamic & NHL.
9. Ensure customers are served within the predefined average service time frame of 20 minutes.

Job Specific Accountabilities

1. Agree on assigned targets with the Branch Manager / Assistant Manager.
2. Engage with customers who are waiting for their turn and treat them in a professional manner.
3. Ensure proper record control maintenance for customer-related documents, signed agreements, etc., as per FAB guidelines and defined SOPs.

Qualifications

Bachelor’s degree in Business & Administration, Accounting, or related discipline.

Experience

3 years’ relevant experience in the banking sector. Familiarity with bank products and related policies and procedures.