Client Services & Onboarding Specialist

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Abu Dhabi is seeking a capable professional to support Area Managers and Relationship Managers by growing their assigned portfolio in defined markets, handling service and customer support tasks, onboarding, KYC, and compliance-related activities.

The role emphasizes collaboration with process owners, delivering high-quality client service, monitoring NPS scores, and driving process improvements to enhance customer experience and operational efficiency.

Qualifications

• Graduate with at least 3 years local market knowledge in retail banking.
• Strong compliance, ops or product or sales governance background.
• Customer obsessed, change focused pragmatist.
• Good communication & interpersonal skills.
• Process excellence.
• Customer experience.

Responsibilities

• Support Area Manager & Relationship Managers to grow their assigned portfolio in defined geographical markets, covering service and customer support related activities.
• Engage with process owners and internal stakeholders for NPS monitoring and achieving benchmark scores for the unit.
• Develop relationships and coordinate with team members and other departments to meet client service expectations.
• Support implementation of KYC related projects and initiatives.
• Ensure onboarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs and attend till resolution of complaint / query response.
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.
• Coordinate for issuance of Liability letter / No Liability letter and settlement of loan.
• Arrange high value cash withdrawals / foreign currency withdrawals approvals.
• Coordinate for special cheque clearance, delivery of return cheques to customer PO box.
• Coordinate for issuance of foreign currency drafts / manager’s cheques.
• Follow up with branch for tracking requests (TT etc.).
• Customer Acquisition Support
• Analyzes and reviews new applications and recommends cases per policy.
• Checks availability and validity of supporting ID and documents; verifies attestations.
• Data entry in onboarding system.
• Reviews and conducts rework and recommends case to line manager.
• Develop monthly performance reports and other ad hoc reports requested by the line manager.

Skills

NPS monitoring

Customer service

Stakeholder collaboration

KYC onboarding

Process improvement

Education

Bachelor's degree

Job description

First Abu Dhabi Bank (FAB) in Abu Dhabi is seeking a capable professional to support Area Managers and Relationship Managers by growing their assigned portfolio in defined markets, handling service and customer support tasks, onboarding, KYC, and compliance-related activities.

The role emphasizes collaboration with process owners, delivering high-quality client service, monitoring NPS scores, and driving process improvements to enhance customer experience and operational efficiency.