Customer Service Officer

ADIB Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading company in the banking sector is seeking a Customer Service Officer in Dubai. This role involves providing comprehensive support to the Coverage Team, managing customer accounts, and ensuring the delivery of exceptional service. The ideal candidate will have a Bachelor's degree and 3 years of relevant experience, alongside capability in managing tasks efficiently while adhering to company policies and operational standards.

Qualifications

• 3 years experience in a similar position.
• Sound knowledge of ADIB Policy & Process.
• Fair Knowledge of cash management service.

Responsibilities

• Oversee all services related to Community Banking clients.
• Handle customer enquiries and complaints resolution.
• Liaise with different departments for operational issues.

Skills

Customer Service

Problem Solving

Time Management

Operations & Processing

Teamwork

Education

Bachelors degree

Tools

MS Office

Job description

Description

Role : Customer Service Officer
Location : Dubai
Role Purpose:
Provide high level customer service & end-to-end support to the Coverage Team across Community Banking on all customer service matters account opening & maintenance and ODD.
Key Accountabilities of the role

• Oversee all services related to Community Banking clients to optimize customer experience across all services.
• Account opening & closing for entities (with all related approvals from legal & compliance)
• Assure RIM alignments with all required parameters needed such as KYC update I POP-UP messages / Remediation tasks / client profile update I Sign Cap-signature updates I Valid IDs uploads I Establishment contracts updated I Indemnities assigned and uploaded I other client profile updates.
• Provide full support to RMs on all operational & middle office tasks.
• Handle customers routine enquiries within same day turn-around time.
• Work on complaints resolution and identify ways of ensuring complaint doesnt recur.
• Liaise with different departments within ADIB for operational issues.
• Coverage on CBV/ RCSA/BIA processes.
• Handling other middle office assignments and extra tasks to support Community Banking department on daily basis.
• Escalate matters and incidents directly to the Line Manager
• Report identified missing data/updates/parameters/ for any client RIM directly to the account RM and Line Manager for their immediate action with clients and their follow ups.
• Assure no dormant / inactive accounts within the assigned portfolio.

Specialist Skills / Technical Knowledge Required for this role:

• ADIB Banking Products Knowledge.
• Sound knowledge of ADIB Policy & Process.
• Language Skill.
• Operations & Processing skills.

Required experience:

• Bachelors degree
• 3 years experience in a similar position.
• Efficient and effective Computer & MS Office skills (Word Excel PowerPoint).
• Ability to work in teams and individually.
• Fair Knowledge of cash management service and other corporate/BBD banking products.
• Good Knowledge of AML & Compliance related matters.
• Excellent in time Management Planning Organizing accomplishing tasks against deadlines.
• Problem Solving.

Required Experience:

Unclear Seniority