Senior Officer - PCG Client Services

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading bank in the UAE is seeking a Customer Service Representative to handle customer queries and transactions efficiently. This full-time role requires a Bachelor's degree and at least 2 years of banking experience, focusing on cash management operations and client service. The position emphasizes adherence to policies and maintaining customer confidentiality while providing high-quality service. Join a dynamic team to enhance customer experience at our Abu Dhabi branch.

Qualifications

• Minimum 2 years of banking work experience specific to the job role.
• Experience handling customer queries and cash management operations.

Responsibilities

• Attend and resolve customer queries efficiently.
• Process customer transactions adhering to policies.
• Handle cash management operations like inward and outward remittances.

Skills

Customer service skills

Cash management operations

Communication skills

Attention to detail

Education

Bachelors Degree / Higher Diploma

Job description

Job Purpose

This role is primarily responsible for attending/resolving customer queries and executing transactions with high degree of efficiency thereby enhancing customers experience with FAB. Deliver high quality and timely service to internal and external customers in adherence to the policies and procedures.

Key Accountabilities

• Possess hands on experience in handling walk in customers.
• Possess adequate skills in managing client service counter functions.
• Act as the first point of contact for walk in clients receive instructions/documents and attend client queries.
• Carry out customer identification checks in line with standard operating procedure.
• Handle day-to-day activities assigned by the unit head for all products pertaining to PCG service desk.
• Support relationship management teams by providing operational services and support to their clientele.
• Possess experience on cash management operation functions like inward and outward remittances cheque clearing.
• Possess appropriate understanding on other cash management related products & procedures.
• Ensure complete adherence to the policies and procedures laid down by FAB for operations without compromise to controls set as per departments SOP.
• Review SOPs as per internal Audit and RMU requirement for the process handled.
• Ensure that designated processes are managed efficiently with a high degree of accuracy and timeliness.
• Maintain confidentiality of customer data in line with data leakage and prevention policy.
• Actively participate in systems changes / process enhancements / pan bank initiatives in timely and effective manner.
• Maintain confidentiality of customer Sensitive information at all times ensure safe custody of documents & customer records.

Job Context

• Ensure timely service to clients and arrange to provide appropriate service either directly or in liaison with other internal departments or branches.
• Receive customer requests/documents and provide acknowledgement back upon receipts.
• Deliver customer requests/documents through the counter and obtain acknowledgement from the customer upon delivery.
• Verify the authority of customers authorized representative while accepting delivering documents.
• Manage processing of inward /outward and account to account transfers.
• Handle processing of post-dated and current dated cheques without compromising the accuracy standards set by the unit.
• Attend & resolve queries on time from both internal & external customers.
• Provide appropriate statistics on MIS.
• Any other responsibilities assigned from time to time as part of job rotation exercise.
• Perform daily and periodic reconciliations as per standard operating procedures. Provide periodic feedback on process improvement measures in order to have an efficient and risk-free client services.

Qualifications

Minimum Qualification: Bachelors Degree / Higher Diploma

Minimum Experience: Minimum 2 years of banking work experience specific to the job role.

Remote Work

No

Employment Type

Full-time