Senior Officer- PCG Client Services

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading bank in the UAE seeks a dedicated customer service professional to enhance client experience through efficient transaction processing and high-quality service. As the first point of contact for customers, you will manage inquiries, handle cash operations, and ensure compliance with banking policies. Candidates should possess a Bachelor's degree and have at least 2 years of relevant banking experience.

Qualifications

• Minimum 2 years of banking experience relevant to customer service and operations.
• Bachelor's degree or higher diploma required.
• Hands-on experience managing cash operations and customer queries.

Responsibilities

• Handle walk-in customers and manage client service counter functions effectively.
• Conduct customer identification checks and perform cash management operations.
• Resolve internal and external customer queries promptly, ensuring data confidentiality.

Skills

Customer Service

Cash Management

Problem Solving

Data Management

Education

Bachelor's Degree or Higher Diploma

Job description

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting and dynamic industry.

Job Description

JOB PURPOSE:

This role is primarily responsible for attending to and resolving customer queries and executing transactions efficiently, thereby enhancing the customer experience with FAB. The role involves delivering high-quality and timely service to internal and external customers in adherence to policies and procedures.

KEY ACCOUNTABILITIES:

1. Customer Service and Operations:
   • Handle walk-in customers with hands-on experience.
   • Manage client service counter functions effectively.
   • Act as the first point of contact for walk-in clients, receiving instructions and documents, and attending to queries.
   • Conduct customer identification checks as per SOP.
   • Perform daily activities assigned by the unit head related to PCG service desk products.
   • Support relationship management teams by providing operational services to their clients.
   • Manage cash operations such as inward/outward remittances and cheque clearing.
   • Understand other cash management products and procedures.
   • Adhere strictly to policies and SOPs, ensuring controls are maintained.
   • Review SOPs as required for internal audit and RMU compliance.
   • Manage designated processes accurately and timely.
   • Maintain confidentiality of customer data in line with data protection policies.
2. System and Process Improvements:
   • Participate actively in system changes, process enhancements, and bank-wide initiatives.
3. Data Confidentiality and Record Management:
   • Ensure confidentiality of sensitive customer information.
   • Safeguard documents and customer records.

Job Context:

• Provide timely service to clients, coordinating with internal departments or branches as needed.
• Receive and acknowledge customer requests and documents.
• Deliver requested documents and obtain acknowledgment upon delivery.
• Verify the authority of customer representatives during document acceptance and delivery.
• Process inward/outward transfers and account-to-account transactions.
• Handle post-dated and current cheques accurately.
• Resolve internal and external customer queries promptly.
• Provide MIS reports and statistics.
• Participate in job rotation and other assigned responsibilities.
• Perform reconciliations and suggest process improvements for efficiency and risk mitigation.

Minimum Qualifications: Bachelor's Degree or Higher Diploma

Minimum Experience: At least 2 years of banking experience relevant to the role.