Customer Service Officer

ADIB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in the UAE is seeking a professional to provide high-level customer service and end-to-end support to the Coverage Team within Community Banking. The ideal candidate should have over 3 years of relevant experience, sound knowledge of banking products, and strong operational and processing skills. This role is crucial for enhancing customer experience and ensuring compliance within the banking protocols.

Qualifications

• 3+ years’ experience in a similar position.
• Efficient and effective Computer & MS Office skills.
• Ability to work in teams and individually.

Responsibilities

• Oversee all services related to Community Banking clients.
• Handle customer's routine enquiries within same day.
• Work on complaints resolution and identify ways to ensure complaints don’t recur.

Skills

Customer service

Operations & Processing skills

Language Skill

ADIB Banking Products Knowledge

Tools

MS Office (Word, Excel, PowerPoint)

Job description

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 customer's routine enquiries within same day turn-around time.
• Work on complaints resolution and identify ways of ensuring complaint doesn’t 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 :

• 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.