Specialist Commercial Banking Emiratized Role
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موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
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
المهارات المطلوبة
عن الشركة
Working at First Abu Dhabi Bank As the largest bank in the UAE we are proudly building a team fit for the future, changing the perception of what a career in banking means and setting the standard of what a great workplace is and can be. With an inclusive culture, excellent learning ... اعرض المزيد
