Digital Onboarding Specialist (Outsource)

Role : Digital Onboarding Specialist
Location : Sharjah

Role Purpose:

The Digital Onboarding Specialist is responsible to review and create BBD customer onboarding application journey for ADIB Office Banking solutions, ADIB Direct online channel, IVR, SMS, eStatements, Signature modifications and other BBD products setups (i.e. link Host to Host, SWIFT for corporates) end to end by providing complete customer profile set-up, service package, pricing, limit set-up, user access etc. support.

Key Accountabilities of the role

• Review documentation provided for onboarding, IVR, SMS registration, Estatements and ensures they are in line with compliance requirements for New and existing customer.

• Ensure ADIB Office Banking solutions, ADIB Direct on line channel, IVR, SMS registration, WPS, Bulk ,SWEEP,CHEQUE BOOK,DDA,MOBILE function and other BBD products setups for BBD Clients for set-up and access creation are within agreed turnaround as agreed in departmental SLA

• Assign and issue the tokens against user ID’s as per client request.

• Manage and handle all signature modification, POA, reactivation requests as per SOP and ADIB policy.

• Assist with non-qualified service including document updates or other tasks to ensure timely and accurate completion of requests.

• Actively communicating with the line manager, regarding onboarding progress.

• Handle workload including high priority requests; ensure timely escalation of key risks/issues to the Manager.

• Identify any gaps/red flags and escalate the same in a timely manner.

• Accountable that all activities are in compliance of Bank policies, Sharia Compliant and in adherence with GCD.

Goals and Scope:

• Ensure the data is accurately submitted in the system to avoid any rejections/audit points.

• Maintain the token inventory as per count and share with checker for recon daily/weekly/monthly basis.

• Handle daily queue and ad-hoc tasks assigned by the team leader and manager in timely manner.

• Work 8 hours a day / 5 days a week.

• Work overtime when required (Day off/Public Holidays/After daily work hours)

• Daily break shall not exceed 30 minutes

• Coordinate with all team members on daily basis.

• Achieve 88% productivity for the monthEnsure that 95% of the received cases are handled within the agreed TAT

• Achieve R2 (90% score) for Quality samples in the Monthly Evaluation.

Specialist Skills / Technical Knowledge Required for this role:

• Excellent knowledge of ADIB’s BBD products & services.

• High ability to comply with ADIB’s Operational Policies & Procedures. Advanced knowledge about UAE banking procedures, regulations and risks, or similar experience.

• Attention to detail, self-motivated and history of contributing to process improvement.

• Strong interpersonal skills, ability to liaise/face-off with Front office, Compliance, Audit – effectively any potential touch-point relative to the onboarding/client maintenance workflow.

• Forward thinking and motivated to adapt to changing priorities.