Specialist - Emiratized Role

Role Overview

Specialist - Emiratized Role at First Abu Dhabi Bank. This role supports the Area Manager and Relationship Managers to grow their assigned portfolio in defined geographical markets, covering service and customer support related activities.

Role Purpose

To support portfolio growth and customer service delivery by managing internal processes, facilitating customer acquisition, and ensuring compliance and service excellence across assigned accounts and markets.

Key Responsibilities

Internal Collaboration

• Engage with process owners and internal stakeholders to monitor NPS 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 Onboarding/KYC team processes cases within agreed TAT and SLA.
• Receive inbound customer calls redirected to Relationship Managers by Branches, Call Center, or Client Services and attend to resolution of complaints and query responses.
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.
• Coordinate for issuance of Liability letters and No Liability letters and subsequent settlement of loans.
• Arrange high value cash withdrawals and arrange approval for foreign currency withdrawals.
• Coordinate with branch for special clearing of cheques and delivery of return cheques to customer PO boxes.
• Coordinate with branch for issuance of foreign currency demand drafts and manager's cheques.
• Follow up with branch for tracking of requests submitted directly in branch, such as TT requests and maintenance requests.

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

Customer Service Support

• Support assigned team in opening of new accounts for customers and coordinate accordingly.
• Work closely with the assigned team on day-to-day relationship management activities and ensure offering high-quality services according to the bank's 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 near misses.
• Formulate and manage end-to-end processes for all customer communication.
• Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers, and relevant stakeholders.
• Proactively work to maximize customer satisfaction and meet requirements of clients.
• Analyse process issues to streamline overall customer experience.
• 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 prevent recurrence of issues.

Qualifications & Experience

• Graduate with at least 3 years 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 and change-focused pragmatist mindset.