Specialist, Business Banking - Emiratized

Role Overview

Specialist, Business Banking - Emiratized at First Abu Dhabi Bank (FAB), supporting Area Managers and Relationship Managers to grow assigned portfolios in defined geographical markets through service and customer support activities.

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. 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

The Specialist, Business Banking supports the Area Manager and Relationship Managers to grow their assigned portfolio in defined geographical markets, covering service and customer support related activities.

Key Responsibilities

Process Improvement

• Evaluate existing business processes and propose process improvements.
• Create processes and integrate voice of the customer insights into cross-functional action plans.
• Drive root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues.
• Formulate and manage end-to-end process for all customer communication.

Internal Collaboration

• Engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit.
• Develop relationships and coordinate with team members and other departments to meet client service expectations.
• Support implementation of KYC-related projects and initiatives.
• Ensure the On-boarding/KYC team processes cases within agreed TAT and SLA.
• Receive inbound customer calls redirected to RMs by Branches, Call Center, or Client Services and attend till resolution of complaint or query response.

Customer Acquisition Support

• Analyse and review new applications and recommend cases in view of prescribed policy.
• Check availability and validity of supporting ID and legal documents; verify attestation of original documents, applications, employment, and contact point.
• Conduct data entry in relevant on-boarding system.

Customer Service Support

• Support assigned team in opening of new accounts for customers and coordinate.
• Work closely with the assigned team on day-to-day relationship management activities and ensure offering high quality services according to bank standards.
• Audit and review original documents and assure that they are filled and saved.
• Ensure all regulatory, audit, and compliance requirements are in place and all internal controls are in order to maintain highest standards of operational efficiency, minimize operational losses, and reduce the number of near misses.

Qualifications & Experience

• Graduate with at least 3 years of relevant local market knowledge in retail banking products and services.
• Sound compliance, operations, product, or sales governance background.

Skills & Competencies

• Customer obsessed mindset.
• Change focused pragmatist approach.
• Good communication and interpersonal skills.

Additional Information

FAB offers unique career choices, a chance to innovate, and craft solutions for the future within a performance-based culture. The organization 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.