وصف الوظيفة
Role Overview
Officer, Customer Support at First Abu Dhabi Bank (FAB), supporting the Business Banking division.
Company Overview
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. FAB offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. The organization is committed to excellence and innovation and provides top-tier financial solutions to clients globally. FAB is a performance-based culture that emphasizes customer focus, learning and development, and career progression for all employees, including structured plans for Emirati talent development.
Role Purpose
Support the Area Manager and Relationship Managers to grow a portfolio of liabilities customers in defined geographical markets in pursuit of specific sales, service, growth and opportunity targets while delivering best-in-class customer support and services to Commercial and Business Banking customers.
Key Responsibilities
Customer Insight and Strategy
- Build a strong understanding of the bank's portfolio and Business Banking customers' unmet needs.
- Use customer insights to develop value proposition strategy.
- Conduct market research to inform strategic decision-making.
Stakeholder Communication
- Develop written and verbal communications to inform and align with key decision makers.
- Demonstrate real business impacts through presentation preparation and development.
Customer Service Delivery
- Deliver best-in-class services for Commercial and Business Banking customers at the Business Banking desks.
- Ensure customer satisfaction and provision of best-in-class services.
- Serve as the main operational point of contact for key client relationships.
- Deliver focused and professional client servicing.
Transaction Management
- Follow up on origination and execution of customer transactions.
Customer Onboarding
- Ensure client onboarding of New to Bank clients for Liabilities Business Accounts and Deposits mobilization.
- Enable i-Banking Online platform channel migration and activation for all existing and New to Bank client base for superior client experience and enhanced revenues.
- Ensure customer onboarding and various other services to Business Banking customers are managed within current policies and procedures.
Sales and Cross-Selling
- Conduct upselling and cross-selling to existing client base by marketing all bank products, including Trade unfunded products (100% cash-backed proposition).
- Generate referrals by referring clients to other coverage sales channels and Liability Relationship Managers, Private Banking for revenue generation products including Treasury and Working Capital, Personal Loans, Foreign Exchange, Investments, Bancassurance, Liabilities, Wealth Planning Services, and Retail products.
Compliance and Risk Management
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Adhere to prescribed Sales and Compliance processes as per bank policies.
- Implement governance and controls to proactively identify, manage and minimize or mitigate potential losses to the franchise.
- Ensure strict adherence to Risk Control Assessment (RCA) process across all areas of the Business Banking Department, including Selling, Client Onboarding, Recruitment, Training, Performance Management, Human Resources, Fraud Control, Operations, and Client Application and Know Your Customer (KYC) Documentation.
- Ensure any deviations to standard onboarding and service procedures are backed by requisite approvals.
Qualifications & Experience
- Bachelor's Degree in Business Administration, Finance, Banking or a related major field of study is preferred.
- Minimum 5 years of relevant experience in Corporate, Commercial or Business Banking.
- Minimum 3 years in similar positions of progressively increasing responsibilities in the support function.
Additional Information
FAB offers unique career choices, learning and development initiatives, training and skill development support, and a range of career progression opportunities for all employees.