Specialist Commercial Banking Emiratized Role

First Abu Dhabi Bank; Dubai; On-site; AED 167,400 - 279,000; Full time

Job summary

First Abu Dhabi Bank is seeking a proactive customer support professional to assist Area Managers and Relationship Managers in growing the liabilities portfolio. You will handle inbound calls, coordinate with branches, and ensure timely responses to AML alerts and KYC requests.

The role emphasizes end-to-end process ownership for customer communications, adherence to SLAs, and collaboration with product managers. A graduate with banking knowledge and strong communication skills is preferred.

Qualifications

• Graduate with at least 3 years local market knowledge in retail banking products and services.
• Sound compliance ops or product or sales governance background.
• Customer-obsessed change-focused pragmatist.
• Good communication and interpersonal skills.

Responsibilities

• Support the Area Manager and Relationship Managers to grow liabilities portfolio.
• Handle customer queries and ensure resolution within defined SLA.
• Coordinate with internal stakeholders for KYC and AML monitoring.
• Onboard customers and manage documentation as required.
• Assist with customer communication processes end-to-end.

Skills

Customer service

Communication

Interpersonal skills

Change management

Education

Bachelor's degree

Job description

JOB PURPOSE:

To support the Area Manager & Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities

KEY ACCOUNTABILITIES:

Customer Excellence:

• Formulate & manage end to end process for all customer communication
• Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members product managers and relevant stakeholders.
• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit
• Support implementation of KYC related projects and initiatives
• Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Obtain customer information and reply to AML alerts raised on assigned accounts within -ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan
• Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
• Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.
• Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals
• Co-ordination with branch for special clearing of cheques delivery of return cheques to customer PO box.
• Co-ordination with branch for issuance of foreign currency demand drafts / managers cheque
• Follow up with branch for tracking of requests (in case of direct submission of requests in branch Eg:TT requests / any other maintenance request
• Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience

Job Context:

• Evaluate Existing Business Processes & propose Process Improvements
• Creates processes and integrates voice of the customer insights into cross-functional action plans.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Formulate & manage end to end process for all customer communication

FRAMEWORKS BOUNDARIES & DECISION-MAKING AUTHORITY:

• Process excellence
• Customer experience

#LI-MM2

Qualifications :

QUALIFICATIONS & EXPERIENCE:

Graduate with at least 3 years relevant local market knowledge in retail banking product and services

• Sound compliance ops or product or sales governance background
• Customer obsessed change focused pragmatist
• Good communication & interpersonal skills

Remote Work :

No

Employment Type :

Full-time