Service Champion Service Champion - Part Time (Emiratized)

Role Overview

Service Champion - Part Time (Emiratized) at First Abu Dhabi Bank. This is a customer-facing branch role supporting banking operations and customer experience across FAB's UAE locations.

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 delivering top-tier financial solutions.

Role Purpose

A Service Champion provides exceptional service and support to customers visiting FAB branches. The role fosters a 'Customer First' culture, guides customers toward digital self-service channels, educates customers on FAB products and services, and generates leads while maintaining compliance and service quality standards.

Key Responsibilities

Customer Service & Engagement

• Welcome all customers visiting the branch and create a welcoming ambiance to build a positive first impression.
• Engage with customers to understand their reason for visiting the branch and support with their requests.
• Build and foster a digital culture within branches by offering and educating customers on digital services available.
• Collaborate with the wider branch team to enhance overall customer experience and share best practices.

Service Support & Guidance

• Support customer requests 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.

Digital Migration & Self-Service Channels

• Direct customers to FAB Mobile if the service request is available on Mobile Banking.
• Educate customers on FAB Mobile, highlighting benefits and key features; over 160 banking services are available on the app.
• Direct customers to ATMs and CDMs if the service request is available through these channels.
• Educate customers on the functionalities of ATMs and CDMs, highlighting 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 maintaining full product and service knowledge.
• Capture potential leads through various cross-sell methods.
• Generate leads when opportunity avails.
• Ensure no leakage in income while processing transactions.

Compliance & Quality Assurance

• 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.
• Follow Customer Obsessed Methodology to ensure high level of customer experience at all times with zero customer complaints.
• Ensure customer information and documents are handled securely, adhering to FAB's Information Security Policy.
• 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.

Professional Conduct & Collaboration

• Maintain professional interaction with colleagues, internal stakeholders, and other departments or units in FAB.
• Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders.
• Complete all mandatory trainings in a timely manner.
• Meet all duties and responsibilities assigned by branch management.

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 the banking sector.
• Familiarity with bank products, customer experience, and related policies and procedures.

Additional Information

• Position is part-time.
• Position is Emiratized.
• FAB offers unique career choices, learning and development initiatives, and structured plans for the recruitment and career progression of Emirati talent.
• Performance-based culture designed to unleash the best in employees.