Service Champion - Part Time (Emiratized)

First Abu Dhabi Bank FAB; Dubai; On-site; AED 72,000 - 108,000; Full time

Job summary

First Abu Dhabi Bank FAB is seeking a Service Champion in Dubai to deliver exceptional customer service at the branch. You will welcome customers, understand their needs, and guide them toward digital self-service options, including FAB Mobile, ensuring a seamless banking experience.

You will educate customers on available services, assist with deposits, withdrawals, and everyday banking requests, and actively generate leads through cross-selling while upholding FAB's Customer First culture and

Qualifications

• High School diploma; detail-oriented with a mind for numbers.
• Confidentiality and customer service principles knowledge.
• 2 years of banking sector experience; familiarity with bank products and procedures.

Responsibilities

• Welcome customers visiting the branch and create a welcoming ambience.
• Engage with customers to understand reasons for visit and support with requests.
• Educate customers on FAB Mobile and digital services available.
• Direct customers to ATMs/CDMs and explain channel benefits.
• Generate leads and meet referral targets through cross-sell methods.
• Ensure excellent customer experience with FAB values and minimal complaints.
• Handle transactions accurately while following compliance policies.

Skills

Customer service

Cross-selling

Digital channels

Attention to detail

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 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

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.