وصف الوظيفة
Role Overview
Service Champion at First Abu Dhabi Bank, a branch-based customer service role located in the UAE.
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, delivering top-tier financial solutions to clients globally. FAB operates a performance-based culture with structured plans for recruitment and career progression, emphasizing learning and development initiatives for all employees.
Role Purpose
A Service Champion is responsible for providing exceptional service and support to customers visiting the branch. The role fosters FAB's "Customer First" culture, proactively meets customer needs and expectations, supports digital migration initiatives, and collaborates with the wider branch team to enhance overall customer experience while generating leads and meeting assigned performance targets.
Key Responsibilities
Customer Service
- Welcome all customers visiting the branch, creating a welcoming ambiance and building a positive first impression.
- Build and foster relationships that reflect FAB's "Customer First" policy.
- Go the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations.
Information and Queries
- Engage with customers to understand their reason for visiting the branch.
- Support customer requests including deposits, withdrawals, clearing cheques, demand drafts, e-statements, banking letters, foreign exchange and related services.
- Assist and provide guidance on queries related to accounts, credit cards, loans, e-dirham and fixed deposits.
- Provide guidance on customer-related documentation.
- Ensure accurate information is given to customers at all times.
Digital Migration and Self-Service Channels
- Support FAB's digital migration by guiding customers to self-service channels as relevant.
- Direct customers to FAB Mobile if the service request is available on Mobile Banking.
- Educate customers on FAB Mobile, highlighting the benefits and key features—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 functionalities of ATMs and CDMs, including updating EID, mobile number, email address, cash deposits and withdrawals, and cheque deposits.
- Build and foster a digital culture within branches by offering and educating customers on available digital services.
Lead Generation and Revenue
- Ensure assigned referral target is met by maintaining full product and service knowledge.
- Capture potential leads through various cross-sell methods.
- Generate leads as opportunities arise.
- Ensure no leakage in income while processing transactions.
Performance and Compliance
- Ensure assigned NPS (Net Promoter Score) target is achieved 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.
- Follow Customer Obsessed Methodology to ensure high level of customer experience at all times with zero customer complaints.
- Manage 100% error-free transactions by closely following compliance, audit, risk, and transaction process and policies.
- Ensure timely completion of mandatory trainings.
- Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
Collaboration and Governance
- Collaborate collectively with the branch team to enhance overall customer experience and share best practices.
- Maintain professional interaction with colleagues, internal stakeholders, and other departments or units at FAB.
- Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
- Function within the framework and boundaries of Group policies, organizational and governance frameworks, and Central Bank regulations.
- Ensure all duties and responsibilities assigned by branch management are met.
- Take decisions within the approved authorization matrix.
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 provides unique career choices, opportunities to innovate, learning and development initiatives, and structured plans for career progression. The organization rewards hard work and dedication in a performance-based culture designed to unleash the best in employees.