Specialist- Commercial Banking - Dubai, United Arab Emirates - First Abu Dhabi Bank

First Abu Dhabi Bank Dubai, United Arab Emirates

Found in: Talent AE C2 - 1 day ago

Full time

Description

Job Description

JOB PURPOSE:

To support the Area Manager & Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities

KEY ACCOUNTABILITIES:

This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.

. Customer Excellence :

o Formulate & manage end to end process for all customer communication

o Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.

o Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit

o Support implementation of KYC related projects and initiatives

o Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.

o Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

o Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan

o Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.

o Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request..

o Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals

o Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.

o Co-ordination with branch for issuance of foreign currency demand drafts / manager's cheque

o Follow up with branch for tracking of requests (in case of direct submission of requests in branch eg: TT requests / any other maintenance reques

o Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience

Job Context

Evaluate Existing Business Processes & propose Process Improvements

Creates processes and integrates voice of the customer insights into cross-functional action plans.

Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues

Formulate & manage end to end process for all customer communication

FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:

Process excellence

Customer experience

Qualifications

QUALIFICATIONS& EXPERIENCE:

Graduate with at least 3 years relevant local market knowledge in retail banking product and services

Sound compliance, ops or product or sales governance background

Customer obsessed, change focused pragmatist

Good communication & interpersonal skills

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Specialist- Commercial Banking - Dubai, United Arab Emirates - First Abu Dhabi Bank

Description

Job Description

Qualifications