Service Champion - Part Time (Emiratized)

Role Overview

Service Champion - Part Time (Emiratized) at First Abu Dhabi Bank. This is a branch-based customer service role 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 has structured plans for the recruitment and career progression of Emirati talent 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 environment and fostering a 'Customer First' culture. The role involves understanding customer needs, guiding them to appropriate services and products, supporting digital migration, and generating leads through proactive engagement. Service Champions work collaboratively with the branch team to enhance overall customer experience while maintaining compliance and operational excellence.

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 their requests.
• Support customer requests including 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.
• Follow Customer Obsessed Methodology to ensure a high level of customer experience at all times with zero customer complaints.

Digital Migration & Channel Education

• 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 of using these channels and key features 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 relevant.
• Build and foster a digital culture within the branch by offering and educating customers on digital services available.

Lead Generation & Revenue

• Ensure assigned referral target is met by having full product and service knowledge.
• 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 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 processes and policies.
• Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
• Ensure timely completion of mandatory trainings.
• Function within the framework and boundaries of Group policies, organizational and governance frameworks, and Central Bank Regulations.
• Take decisions as per the approved authorization matrix.

Collaboration & Professional Conduct

• Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
• Maintain professional interaction with colleagues, internal stakeholders, and other departments/units in FAB.
• 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 a 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

• This is a part-time position designated for Emiratized candidates.
• FAB offers unique career choices, learning and development initiatives, training, and skill development to support all employees.
• The organization operates a performance-based culture and has structured plans for career progression of Emirati talent.