Finance à United States

Job Purpose:

The Sales and Service Officer plays a key role in driving UAB’s Retail Banking growth by acquiring new customers, cross-selling products, meeting targets for Credit Cards, Loans, Top-ups, Islamic Finances and onboarding new customers. The role ensures excellent customer service and contributes to a positive customer experience by addressing inquiries and resolving issues promptly, while promoting the bank’s products and services as appropriate, and maintaining compliance with CPR regulations ensuring the overall success of branch banking services.

Principal Accountabilities:

Customer Service:

Deliver high-quality, courteous, and efficient service to customers, ensuring a positive banking experience. Act as the first point of contact, providing a professional and welcoming environment. Address customer inquiries, resolve issues promptly and escalate complex concerns to appropriate channels as needed, while promoting the bank’s products and services. Treat customers fairly and ensure to adherence to CPR regulation and specially handling people of determination and customer complaints.

Account Maintenance:

Provide full account services including assisting with account opening, closure, KYC updates, loan/financing settlements, credit card cancellations and handling ATM related inquiries and requests to ensure all documentation is accurate and complete while delivering exceptional service across all banking products and services.

Product Knowledge:

Maintain comprehensive up to date knowledge of the bank’s full range of products and services, including loans/financings, credit cards, deposits, insurance, digital banking and Islamic banking solutions. Understand product features, benefits, terms, and eligibility criteria to effectively address customer inquiries and provide personalized recommendations. Stay informed about new product launches, policy updates and market trends to proactively meet customer needs and contribute to achieving branch targets. Collaborate with colleagues to share insights and ensure consistent messaging about the bank’s offerings.

Customer Retention:

Build and maintain strong relationships with customers by delivering exceptional service and addressing their needs effectively and act as a trusted advisor offering guidance on financial decisions and ensuring customers feel valued and supported, contributing to higher retention rates. Proactively follow up on customer feedback, resolve issues promptly to enhance their overall experience and loyalty. Educate customers about value added services and alternative channels, such as mobile banking and self-service options to improve customer satisfaction.

Complaint Resolution:

Handle customer complaints professionally and efficiently by actively listening, understanding their concerns and providing timely solutions. Ensure all complaints are resolved in line with bank policies and escalate complex issues to the appropriate department when necessary. Maintain clear communication with customers throughout the resolution process to ensure their satisfaction and reinforce trust.

Compliance and Risk Management:

Ensure strict compliance with bank policies, procedures, and regulatory requirements, including all Central Bank regulations, to protect customer information and assets. Identify and report suspicious transactions or potential fraud in line with the bank’s anti-money laundering (AML), know your customer (KYC), and risk management procedures. Adhere to all guidelines to ensure timely account or asset closures and meet the required turnaround time (TAT). Ensure compliance to CBUAE regulations at all times as applicable.

Compliance and Adherence to Consumer Protection Regulation and Standards:

• Ensure that CPR guidelines are being followed 100% at all times. Any breach identified is reported to Head of Consumer Protection immediately.
• Ensure all trainings related to CPR are completed. This also includes Islamic banking and Sharia training.
• Ensure adherence to the guideline for people of determination and vulnerable people.
• Ensure customer complaints are logged and resolved on timely basis.

Record Keeping and Documentation:

Maintain accurate records of transactions and ensure proper documentation of all activities. Follow internal procedures for filing and reporting as per the bank’s standards for audits and compliance.

Cross-Selling and Recommendation:

Identify customer needs and recommend the bank’s products and services that may enhance the customer’s banking experience. Refer customers to branch manager or specialized departments when appropriate.

Team Collaboration:

Work collaboratively with branch staff to support overall branch operations and customer satisfaction. Communicate effectively with team members, sharing insights and information to improve processes and address any customer issues collectively. Foster a positive work environment by supporting colleagues and contributing to a team-focused culture.

Continuous Improvement:

Actively participate in training and development programs to enhance knowledge of bank products, policies, and customer service standards. Provide feedback to improve processes and customer service delivery with an emphasis on compliance, risk management, and customer protection.

Technology Proficiency:

Efficiently use the bank’s digital platform efficiently to process transactions and manage customer queries, ensuring high productivity and service efficiency. Actively promote alternative channels such as the digital lobby, mobile banking and internet banking to enhance the customer experience and encourage customers to adopt convenient banking solutions.

Job Requirement (Qualification/Experience):

• A Bachelor’s Degree in Business Administration, Finance, Accounting or related field.
• Additional certifications in banking or customer service.
• Minimum 2- 3 years of experience in a retail banking or branch banking environment.
• Proven track record in customer service and sales roles.
• Strong interpersonal and communication skills.