وصف الوظيفة
Role Overview
Service Champion - Emiratized at First Abu Dhabi Bank (FAB), based in branch locations across the UAE.
Company Overview
First Abu Dhabi Bank 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.
Role Purpose
A FAB Service Champion provides exceptional service and support to customers visiting the branch. The role fosters the 'Customer First' culture, goes the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations, and collaborates with the wider branch team to enhance overall customer experience and share best practices. Service Champions support digital migration, guiding customers to self-service channels and building a digital culture within branches.
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.
- Support customers with transactions including deposits, withdrawals, clearing cheques, demand drafts, e-statements, banking letters, and foreign exchange.
- Provide guidance on queries related to accounts, credit cards, loans, e-Dirham, fixed deposits, and other customer-related documentation.
- 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.
Digital Migration & Channel Enablement
- 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 the key features and services available—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, highlighting the benefits and key features including updating EID, mobile number, email address, cash deposits and withdrawals, and cheque deposits.
Lead Generation & Revenue
- Ensure assigned referral target is met by having full product and service knowledge and providing accurate information to customers at all times.
- Capture potential leads through various cross-sell methods.
- Generate leads as and when the opportunity avails.
- Ensure no leakage in income while processing transactions.
Performance & Compliance
- Ensure assigned Net Promoter Score (NPS) target is achieved by representing FAB values and closely following FAB's "Customer First" policy.
- Manage 100% error-free transactions, closely following compliance, audit, risk, and transaction process and policies.
- Ensure timely completion of mandatory trainings.
- Function within the framework and boundaries of Group policies, organizational and governance frameworks, and Central Bank regulations.
- Be authorized to take decisions as per the approved authorization matrix.
Information Security & Stakeholder Management
- Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
- Maintain a high level of confidentiality.
- Demonstrate professional interaction with colleagues, internal stakeholders, and other departments/units in FAB.
- Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
General Responsibilities
- Ensure all duties and responsibilities assigned by branch management are met.
Qualifications & Experience
Essential Qualifications
- High School graduated.
- Detail-oriented with a mind for numbers.
- Ability to maintain high level of confidentiality.
- Knowledge of customer service principles.
- Relevant computer skills.
Essential Experience
- Two 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, and craft solutions for the future within 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 career advancement in the financial and banking sector both regionally and globally, rewarding hard work and dedication.