Relationship Officer - Liabilities

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in Abu Dhabi is looking for a customer service representative to deliver exceptional service. The role involves handling incoming calls, addressing and resolving customer complaints, and upselling bank products. The ideal candidate will be motivated, flexible, and maintain high-quality standards in all interactions. Potential for growth exists in contributing to customer satisfaction and expanding client relationships.

Qualifications

• Strong customer service skills required to manage inquiries effectively.
• Ability to handle customer complaints and provide satisfactory solutions.
• Team-oriented approach while maintaining punctuality.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints to satisfaction.
• Generate new prospects and upsell FAB products.

Skills

Customer service

Problem-solving

Teamwork

Flexibility

Job description

Job Purpose

To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues

Job Specific Accountabilities

• Provide excellent customer service by attending to incoming calls within the quality guidelines
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to elevate as per process
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores
• Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
• Maintains customer records by updating customer history through service requests/complaints and Notes Maintain confidentiality of the bank’s customers and data
• Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations
• Attend to special tasks assigned by team leader and Managers
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
• Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre