وصف الوظيفة
Role Overview
Service Champion - Emiratized Role at First Abu Dhabi Bank. This position is based in a branch location within 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 in providing top-tier financial solutions to clients. 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.
Role Purpose
A FAB Service Champion provides exceptional service and support to customers visiting the branch while fostering the organization's "Customer First" culture. The role focuses on welcoming customers, understanding their needs, guiding them toward appropriate service channels (digital or in-branch), educating them on FAB products and services, and generating leads. Service Champions support digital migration by directing customers to self-service channels and building a digital culture within branches.
Key Responsibilities
Customer Service and 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.
- Follow Customer Obsessed Methodology to ensure high level of customer experience at all times with zero customer complaint.
- Build upon the "Customer First" culture, going the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations.
- Represent FAB values and closely follow FAB's "Customer First" policy to ensure excellent customer service and experience at all times, with minimal customer complaints.
Customer Support and Guidance
- Support customers with requests including but not limited to deposits, withdrawals, clearing cheques, demand drafts, e-statements, banking letters, and foreign exchange.
- Assist and 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.
- Educate customers on FAB services and products offered.
Digital Migration and Channel Optimization
- 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, 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 functionalities of ATMs and CDMs, highlighting the benefits of using these channels and key features and services available, including updating EID, mobile number, email address, cash deposits and withdrawals, and cheque deposits.
- Support and drive digital migration, guiding customers to self-service channels as and when relevant.
- Build and foster a digital culture within branches in offering and educating customers on digital services available.
Lead Generation and Revenue
- Ensure assigned referral target is met by having full product and service knowledge, providing accurate information to customers at all times, and capturing potential leads through various cross-sell methods.
- Generate leads when the opportunity avails.
- Ensure no leakage in income while processing transactions.
Performance and Compliance
- Ensure assigned NPS target is achieved.
- 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 as well as overall organizational and governance frameworks.
- Adhere to Central Bank regulations.
- Take decisions as per the approved authorization matrix.
Information Security and Stakeholder Management
- Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy closely.
- 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.
- Collectively work and collaborate with the wider branch team to enhance overall customer experience and share best practices.
General Duties
- Ensure all duties and responsibilities assigned by branch management are met.
Qualifications & Experience
Education
- High School graduate.
Experience
- Two years' relevant experience in banking sector.
- Familiarity with bank products, customer experience, and related policies and procedures.
Skills & Competencies
- Detail-oriented with a mind for numbers.
- Knowledge of customer service principles.
- Relevant computer skills.
- Ability to maintain high level of confidentiality.
Additional Information
This is an Emiratized role. FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture. FAB provides a range of learning and development initiatives to support all employees through training and skill development, whether you are an experienced professional or just starting your career. The organization rewards hard work and dedication.