Customer Support Officer

Job description / Role

Job description

The day-to-day responsibilities of the proposed role will include, but not be limited to:

Customer insight and market research: Build a strong understanding of our portfolio, business banking customers unmet needs, and use these insights to develop value proposition strategy and conduct market research.

Presentation preparation and development: Develop written and verbal communications to inform and align with key decision makers and demonstrate real business impacts.

Responsibilities

Generic accountability

• Deliver best in class services for CMB customers at the business banking desks. Ensure that customers are satisfied and are provided the best services.
• Follow up on origination and execution of customer transactions.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Serve as the main operational point of contact for key client relationships and deliver focused and professional client servicing.

Customer onboarding

• Ensure client onboarding of new to bank clients for liabilities business accounts and deposits mobilization.
• Upselling and cross selling to existing client base by marketing all products of the bank including trade unfunded products (100% cash backed proposition).
• Enable i-Banking online platform channel migration and activation for all existing and new to bank client base for superior client experience and enhanced revenues.
• Generate referrals by referring clients to other coverage sales channels and liability relationship managers, private banking for revenue generation products such as TWC, PL assets, FX, investments, banca, liabilities, WPS and retail products.
• Adhere to the prescribed sales and compliance processes as per banks policies. Implement governance and controls to proactively identify, manage and minimize or mitigate potential losses to the franchise.
• Ensure strict adherence to risk control assessment (RCA) process across all areas of business banking department - selling, client onboarding, recruitment, training, performance management, human resources, fraud control, operations, and client application and KYC documentation.
• Ensure customer onboarding and various other services to business banking customers are managed within current policies and procedures. Any deviations to be backed by requisite approvals.

Qualifications

Minimum qualification

Bachelors degree in business administration, finance, banking or a related major field of study is preferred.

Minimum experience

Five years relevant experience in corporate, commercial or business banking with at least three years in similar positions of progressively increasing responsibilities in the support function.

About us

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the worlds largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.

Career development

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our values

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have 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 that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.