Service Champion - Part Time

First Abu Dhabi Bank FAB; Abu Dhabi; On-site; AED 89,000 - 145,000; Full time

Job summary

First Abu Dhabi Bank FAB is seeking a Service Champion to provide exceptional branch customer service and guide customers toward digital channels. You will welcome visitors, understand needs, and educate on FAB Mobile and other services, while collaborating with the branch team to enhance the overall customer experience and generate leads.

The role emphasizes a customer-first culture, proactive service, and adherence to FAB policies, with a focus on digital adoption and secure handling of

Qualifications

• High School graduated.
• 2 years relevant experience in banking sector.
• Familiarity with bank products, customer experience and related policies and procedures.
• Knowledge of customer service principles.

Responsibilities

• Welcome all customers visiting the branch, creating a welcoming ambiance and building a positive first impression.
• Engage with customers to understand their reason for visiting and support with their requests including deposits, withdrawals, cheques, e-statements and more.
• Guide customers to FAB Mobile and educate on its benefits and features.
• Direct customers to ATMs and CDMs and explain functionalities of these channels.
• Generate leads through cross-sell methods and ensure referral targets are met.
• Strive to achieve NPS targets by representing FAB values and following Customer First policy.
• Ensure no leakage in income while processing transactions and manage compliant, error-free transactions.
• Interact professionally with colleagues and internal stakeholders; complete mandatory trainings and maintain data security.

Skills

Detail-oriented

Customer service principles

Computer skills

Education

High School graduate

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 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 ambiance 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 FAB values and closely following FAB s 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

Professional Interaction With Colleagues

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 FAB s 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

Essential 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.