Service Champion - Emiratized Role

Role Overview

Service Champion - Emiratized Role at First Abu Dhabi Bank (FAB), based in 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 in providing top-tier financial solutions. FAB embraces a performance-based culture with structured plans for 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, creating a welcoming ambiance and building positive first impressions. The role fosters the organization's "Customer First" culture, proactively meets customer needs and expectations, supports digital migration, and collaborates with the wider branch team to enhance overall customer experience.

Key Responsibilities

Customer Service

• Welcome all customers visiting the branch and create a welcoming ambiance.
• Build a positive first impression through customer interactions.
• Go the extra mile to fully understand and proactively meet customer needs and expectations.
• Follow Customer Obsessed Methodology to ensure high level of customer experience at all times with zero customer complaints.

Information and Support

• 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, and foreign exchange services.
• Provide assistance and 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.

Digital Migration and Education

• Direct customers to FAB Mobile if the service request is available on Mobile Banking.
• Educate customers on FAB Mobile, highlighting the benefits of the app and key features and services available.
• Communicate that over 160 banking services are 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.
• Inform customers of services available through ATMs and CDMs, including updating EID, mobile number, email address, cash deposits and withdrawals, and cheque deposits.
• Support and drive digital migration by guiding customers to self-service channels as 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 maintaining full product and service knowledge.
• Provide 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 and Quality Standards

• Ensure assigned 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.
• Share best practices with the wider branch team.
• Collectively work and collaborate with the wider branch team to enhance overall customer experience.

Compliance and Security

• Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
• Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
• Maintain a high level of confidentiality.
• Function within the framework and boundaries of Group policies and overall organizational and governance frameworks.
• Adhere to CB Regulations.
• Be authorized to take decisions as per the approved authorization matrix.

Professional Conduct

• Maintain professional interaction with colleagues, internal stakeholders, and other departments and units at FAB.
• Ensure timely completion of mandatory trainings.
• Ensure all duties and responsibilities assigned by branch management are met.

Qualifications & Experience

Essential Qualifications

• High school graduate.
• 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 banking sector.
• Familiarity with bank products, customer experience, and related policies and procedures.

Additional Information

• This is an Emiratized Role for Emirati talent.
• FAB offers unique career choices, a chance to innovate, and craft solutions for the future within a performance-based culture.
• FAB provides a range of learning and development initiatives to support all employees through training and skill development.
• Career progression opportunities are available for Emirati talent in the financial and banking sector.