Senior Officer, Customer Service

Job title

Senior Officer, Customer Service

LOCATION & WORK ARRANGEMENT

• Abu Dhabi • Onsite

JOB SUMMARY / INTRODUCTION •

Meet and Greet NHL Customers, Provide extensive customer services to NHL customers in a professional and customer centric approach. Support the Branch Assistant Manager/Branch Manager in Day to Day operations whilst processing error free transactions in a timely manner.

KEY RESPONSIBILITIES

Generic Accountability

• Provide assistance in supporting the Branch Manager / Assistant Manager on implementing change initiatives.

• Ensure processing error free transactions in a timely manner.

• Encourage the customer to use the digital platforms (NHL App) to improve the service efficiency/experience and educate the customer how to use the APP

• Receive and process the customer requests within the predefined timelines.

• Generate leads/referrals from NHL walk-in customers and route to Islamic branches.

• Respond to all customer and operations related queries that are routing through other channels without fail within the predefined time lines.

• Up to date product knowledge and processes with respect to NHL.

• Customer needs to be served within the predefined average service time frame 10min

• Agree on assigned targets with the Branch manager / Assistant Manager.
• Engage with the customers who are waiting for their turn and treat the customers in professional manner

• Ensure proper record control maintenance for customer related documents, signed agreements and etc. as per FAB guidelines and defined SOP’s.

• Accept customer requests such as Account Opening, all type of Account Maintenance and File Completion.

• Ensure customer satisfaction level is maintained.

• Ensure to verify all documents and customer’s signatures.

REQUIREMENTS / QUALIFICATIONS

Minimum Qualification

• Bachelor’s degree in Accounting or related discipline.

• Minimum Experience

• 5 years’ relevant experience in the banking sector. Familiarity with bank products and related policies and procedures

ABOUT US •

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry.