وصف الوظيفة
Role Overview
Service Champion at First Abu Dhabi Bank, based in Abu Dhabi. This role is responsible for providing exceptional service and support to customers visiting the branch.
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, providing top-tier financial solutions to clients globally.
Role Purpose
The Service Champion fosters FAB's "Customer First" culture by welcoming customers, understanding their needs, guiding them toward appropriate services and digital channels, and generating leads. The role supports digital migration by educating customers on self-service channels while ensuring error-free transactions and exceptional customer experience.
Key Responsibilities
Customer Service & Engagement
- Welcome all customers visiting the branch, creating a welcoming ambiance and building a positive first impression.
- Engage with customers to understand their reason for visiting the branch and support with their request.
- Go the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations.
- Ensure accurate information is given to customers at all times to capture potential leads.
- Follow Customer Obsessed Methodology to ensure high level of customer experience at all times with zero customer complaints.
Service Support
- Support customer requests including deposits, withdrawals, clearing cheques, demand drafts, e-statements, banking letters, foreign exchange, and other customer-related documentation.
- Assist and provide guidance on queries related to accounts, credit cards, loans, e-Dirham, and fixed deposits.
- Manage 100% error-free transactions, closely following compliance, audit, risk and transaction process policies.
- Ensure no leakage in income while processing transactions.
- Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
Digital Migration & Channel Optimization
- Support digital migration by guiding customers to self-service channels when relevant.
- Build and foster a digital culture within branches by offering and educating customers on digital services available.
- Direct customers to FAB Mobile if the service request is available on Mobile Banking.
- Educate customers on FAB Mobile, highlighting the benefits of using the app and key features and services available, including over 160 banking services available on the app.
- Direct customers to ATMs and CDMs if the service request is available on these channels.
- Educate customers on the capabilities of ATMs and CDMs, highlighting benefits and key features including updating EID, mobile number, email address, cash deposits and withdrawals, and cheque deposits.
Lead Generation & Revenue
- Meet assigned referral targets by having full product and service knowledge and capturing potential leads through various cross-sell methods.
- Generate leads as and when the opportunity avails.
- Provide accurate information to customers at all times.
Performance & Compliance
- Achieve assigned NPS targets by representing FAB values and closely following FAB's "Customer First" policy.
- Ensure excellent customer service and experience at all times with minimal customer complaints.
- Function within the framework and boundaries of Group policies, organizational and governance frameworks, and Central Bank regulations.
- Take decisions as authorized per the approved authorization matrix.
- Ensure timely completion of mandatory trainings.
- Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
- Maintain professional interaction with colleagues, internal stakeholders, and other departments and units in FAB.
- Ensure all duties and responsibilities assigned by branch management are met.
Qualifications & Experience
Essential Qualifications
- High school diploma or equivalent.
- Detail-oriented with a mind for numbers.
- Ability to maintain high level of confidentiality.
- Knowledge of customer service principles.
- Relevant computer skills.
Essential Experience
- 2 years' relevant experience in the banking sector.
- Familiarity with bank products, customer experience, and related policies and procedures.
Additional Information
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture. The organization provides a range of learning and development initiatives to support all employees through training and skill development. FAB has structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally.