Specialist- Channel Support (UAE National only)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 80,000 - 120,000; Full time

Job summary

First Abu Dhabi Bank is seeking a dedicated Technical Client Services professional to respond to client inquiries via calls and emails, guiding them on transactional services and electronic banking platforms. You will record interactions, escalate complex issues, and partner with product channels operations and client services to improve service delivery.

The role requires strong English communication, meticulous data handling, and the ability to work under pressure in a banking environment.

Qualifications

• Solid understanding of documentation interdependencies between account structures, payments, collection and electronic banking solutions.
• Good knowledge of Microsoft applications.
• Fair understanding of administrative functions.
• Language proficient: fluent (business) English.

Responsibilities

• Respond to and resolve client queries professionally via emails and calls, escalating complex issues to the Head of Channel Support as needed.
• Provide guidance to clients on issues pertaining to their transactional services.
• Strive to handle and resolve client complaints regarding FAB services and identify priority situations to escalate.
• Create and update the database recording call details, comments, inquiries, complaints and actions taken for future reference.
• Responsible for training and support of clients on electronic banking platform.
• Use client feedback and reported issues to identify Channel proposition gaps and enhance overall client experience.

Skills

Banking knowledge

Microsoft Office

Administrative functions

Business English

Education

Relevant degree in business/finance/administrative field

Job description

JOB PURPOSE

To respond to incoming client calls to address their queries and concerns providing guidance regarding channels and inquiries on transactional services ensuring the prompt and accurate resolution of client issues and requirements resulting in client satisfaction.

ACCOUNTABILITIES

Internal Collaboration

• Co-ordination with all departments including Product Channels Operations Client Services and Coverage partners to maximise service delivery

Technical Client Services

• Respond to and resolve client queries professionally via emails and calls. Appropriately address inquiries ensuring client satisfaction while escalating complex issues to the Head of Channel Support
• Provide guidance to clients on issues pertaining to their transactional services
• Strive to handle and resolve client complaints regarding FAB services and identify priority situations that need to be escalated to the Head of Channel Support
• Create and update the database recording call details comments inquiries complaints and actions taken for future reference
• Responsible for training and support of clients on electronic banking platform
• Use client feedback and reported issues to identify Channel proposition gaps and enhance overall client experience

Compliance

• Adhere to SOPs and compliance procedures during all forms of client interaction to protect FABs interests

Continuous Improvement

• Identify opportunities for continuous improvement of systems processes and practices while considering international leading practice improvement of business processes cost reduction and productivity improvement

Policies Systems Processes & Procedures

• Follow all relevant departmental policies processes standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Management Information System Reports

• Assist in the preparation of timely and accurate departmental statements and reports to meet FABs and sub-department requirements policies and standards.

Qualifications

Knowledge

• Solid understanding of documentation interdependencies between account structures payments collection and electronic banking solutions
• Good knowledge of Microsoft applications
• Fair understanding of administrative functions
• Language proficient: fluent (business) English

Key Attributes

• A self-starter motivated with aptitude and willingness to undertake self-learning
• Able to handle confidential information
• High standards on accuracy and completeness
• Tenacity and follow-through on agreed action itemsTaking initiative
• Must demonstrate a keen interest to learn the business and its processes in order to best support management the teams and clients

Experience

• 3 years of experience in a Technical Client Services environment within the banking or financial sector.

Skills

• Good communication skills
• Good organizational and planning skills
• High level of interpersonal skills
• Problem solving skills
• Team player
• Ability to manage high workload within a pressurized environment
• Strong work ethic willingness to take a hands on approach

Education

Relevant Degree in business finance administrative related field or equivalent.

Remote Work

No

Employment Type

Full-time