Service Champion - Emiratized Role

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a Service Champion to deliver exceptional customer service at the branch. You will welcome customers, assess their needs, and guide them toward FAB digital services while educating them on available products and processes.

Within a team, you will help drive customer satisfaction, generate leads, and maintain compliance. Strong communication and confidentiality are essential for daily branch operations and serving diverse clients in Dubai.

Qualifications

• High School graduated.
• Detail-oriented with a mind for numbers.
• Ability to maintain high level of confidentiality.
• Knowledge of customer service principles.
• Relevant computer skills.

Responsibilities

• Welcome customers visiting the branch and create a welcoming atmosphere.
• Engage with customers to understand their reason for visiting and guide them accordingly.
• Provide information on FAB services and products and assist with digital options.
• Educate customers on digital banking channels and self-service options.
• Generate leads through product and service recommendations.
• Ensure accurate information and resolve inquiries with compliance and professionalism.

Skills

Detail-oriented

Customer service principles

Confidentiality

Computers

Education

High School diploma

Job description

Job Summary

A FAB Service Champion is responsible for providing exceptional service and support to customers visiting the branch. Key responsibilities include; welcoming customers, engaging with customers to understand their reason for visiting and whether their request can be fulfilled digitally, guiding and educating customers on the services and products offered by FAB as well as generating leads when the opportunity avails.

Job Summary

A FAB Service Champion is responsible for providing exceptional service and support to customers visiting the branch. Key responsibilities include; welcoming customers, engaging with customers to understand their reason for visiting and whether their request can be fulfilled digitally, guiding and educating customers on the services and products offered by FAB as well as generating leads when the opportunity avails.

A FAB Service Champion fosters and builds upon our 'Customer First' culture, goes the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations. A FAB Service Champion will collectively work and collaborate with the wider branch team to enhance overall customer experience and share best practises.

A FAB Service Champion will also support srive digital migration, guiding customers to self-service channels, as and when relevant. They are responsible for building and fostering a digital culture within branches in offering and educating customers on digital services available.

Key Responsibilities

• Customer Service: Welcome all customers visiting the branch, creating a welcoming ambience and building a positive first impression.


• Information and Queries: Engage with customers to understand their reason for vising the branch and support with their request including but not limited to; deposits, withdrawals, clearing cheques, demand draft, e-statements, banking letters, foreign exchange etc. Assist and provide guidance on queries releated to accounts, credit cards, loans, e-dirham and fixed deposits etc. and other customer related documentation.


• Ensure Accurate Information is Given to Customers at All Times to Capture Potential Leads.


• Following Customer Obsessed Methodology to Ensure High Level of Customer Experience at All Times With Zero Customer Complaint.


• Online and Mobile Banking: Direct customers to FAB Mobile, if the service request is available on Mobile Banking. Educate customers on FAB Mobile, highlighting the benefits of using the app and the key features and services available at the customer's fingertips - over 160 banking services available on the app.


• ATMs and CDMs: Direct customers to ATMs and CDMs, if the service request is available ib ATMs and CDMs. Educate customers on the funcaulaities of ATMs and CDMs, highlighting the benefits of using these channels and the key features and services available at the customer's fingertips - including updating EID, mobile number, email address, cash deposits and withdrawals and cheque deposits etc.


• Lead Generation: Ensure assigned referral target is met by having full product and service knowledge, providing accurate information to customers at all times and caputuring potential leads through various cross-sell methods.


• NPS: Ensure assigned NPS target is achieved by representing FABs \"Customer First\" policy, to ensure excellent customer service and experience at all times, with minimal customer complaints.


• Revenue: Ensure no leakage in income while processing transactions. Generate leads as and when the opportunity avails.


• Manage 100% error free transactions, closely following compliance, audit, risk, and transaction process and policies.


• Professoinal Interaction With Colleagues, Internal Stakeholders and Other Dept/Units in FAB.


• Ensure Timely Completion of Mandatory Trainings.


• Ensure customer information and documents are handled securely adhering to FABs Information Security Policy closely.


• Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.


• Ensure all duties and responsibilities assigned by the branch management are met.


• Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.


• CB Regulations.


• Authorized to take decisions as per the approved authorization matrix.

Requirements / Qualifications

• High School graduated.


• Detail-oriented with a mind for numbers.


• Ability to maintain high level of confidentiality.


• Knowledge of customer service principles.


• Relevant computer skills.

Essential Experience

• 2 years' relevant experience in banking sector. Familiarity with bank products, customer experience and related policies and procedures.