Senior Officer, CCS Commercial Banking (Alain)

Role Overview

Senior Officer, CCS Commercial Banking at First Abu Dhabi Bank (FAB), based in Abu Dhabi. This role provides operational support and customer service delivery within the Commercial Client Services function.

Role Purpose

Serve as a frontline operational officer delivering efficient, accurate customer service across cash management, payments, and account services. Support relationship management teams by handling day-to-day client service operations while maintaining strict adherence to FAB policies, procedures, and control standards.

Key Responsibilities

Customer Service & First Point of Contact

• Act as the first point of contact for walk-in clients, receive instructions and documents, and attend to client queries.
• Receive customer requests and documents, and provide acknowledgement upon receipt.
• Deliver customer requests and documents through the counter and obtain customer acknowledgement upon delivery.
• Ensure timely service to clients and arrange appropriate service either directly or in liaison with other internal departments or branches.
• Attend and resolve queries on time from both internal and external customers.

Cash Management Operations

• Possess hands-on experience in handling walk-in customers.
• Manage client service counter functions.
• Possess experience with cash management operation functions including inward and outward remittances and cheque clearing.
• Possess appropriate understanding of other cash management related products and procedures.
• Manage processing of inward, outward, and account-to-account transfers.
• Handle processing of post-dated and current-dated cheques without compromising accuracy standards set by the unit.

Operational Support & Processing

• Support relationship management teams by providing operational services and support to their clientele.
• Handle day-to-day activities assigned by the unit head for all products pertaining to Corporate Client Services.
• Provide back-hand support to Operations teams on account opening documentation, account maintenance activities, corporate credit card operation, cheque book requests, balance confirmation letters, return cheques, payments-related queries, charges-related issues, eChannel-related issues, client correspondence, and exception handling.
• Perform customer identification checks in line with standard operating procedure.
• Verify the authority of customers' authorized representatives while accepting or delivering documents.

Compliance & Control

• Ensure complete adherence to FAB policies and procedures without compromise to controls set per departmental Standard Operating Procedure.
• Maintain confidentiality of customer data in line with data leakage and prevention policy.
• Review Standard Operating Procedures as per Internal Audit and Risk Management Unit requirements for the process handled.

Process Management & Reporting

• Ensure that designated processes are managed efficiently with a high degree of accuracy and timeliness.
• Provide appropriate statistics on Management Information Systems.
• Actively participate in systems changes, process enhancements, and pan-bank initiatives in a timely and effective manner.
• Handle any other responsibilities assigned from time to time as part of job rotation exercise.

Qualifications & Experience

• Minimum Qualification: Bachelor's Degree or Higher Diploma.
• Minimum Experience: 2 years of banking work experience specific to the job role.