Specialist - Emiratized Role

Role Overview

Specialist - Emiratized Role at First Abu Dhabi Bank. This position supports the Area Manager and Relationship Managers in growing their assigned portfolio across defined geographical markets through service and customer support activities.

Role Purpose

To engage with internal stakeholders and customers to drive portfolio growth, maintain service quality standards, support regulatory compliance, and deliver exceptional customer experience across onboarding, account management, and customer support functions.

Key Responsibilities

Internal Collaboration & Stakeholder Management

• Engage with process owners and internal stakeholders to monitor Net Promoter Score 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 (Know Your Customer) related projects and initiatives.
• Ensure the Onboarding/KYC team processes cases within agreed TAT (Turnaround Time) and SLA (Service Level Agreement).
• Coordinate with branch for special clearing of cheques and delivery of return cheques to customer PO box.
• Coordinate with branch for issuance of foreign currency demand drafts and manager's cheque.
• Follow up with branch for tracking of requests, including TT requests and maintenance requests submitted directly to branch.

Customer Service Support

• Receive inbound customer calls redirected to Relationship Managers by Branches, Call Center, or Client Services and attend to resolution of complaint or query response.
• Support assigned team in opening of new accounts for customers and coordinate related activities.
• 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 to ensure they are properly 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.
• Formulate and manage end-to-end processes for all customer communication.
• Ensure adherence to customer complaint management process by coordinating effectively with internal team members, product managers, and relevant stakeholders.
• Proactively work to maximize customer satisfaction and meet requirements of clients.
• Analyze process issues to streamline overall customer experience.
• Evaluate existing business processes and propose process improvements.
• Create processes and integrate voice of 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.

Customer Acquisition Support

• Analyze 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.
• Perform data entry in relevant onboarding systems.
• Review and conduct any required rework due to pricing or condition changes or validation of old approvals and recommend case to the line manager.
• Develop monthly performance reports and other ad hoc reports requested by the line manager.

Operational Support

• Obtain customer information and reply to AML (Anti-Money Laundering) alerts raised on assigned accounts within timelines.
• Coordinate for issuance of Liability letter or No Liability letter and subsequent settlement of loan.
• Arrange high value cash withdrawals and arrange approval for foreign currency withdrawals.

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

• Process excellence.
• Customer experience.
• Good communication and interpersonal skills.
• Customer obsessed mindset.
• Change focused, pragmatic approach.