Company Description

Join the UAE\'s largest bank and one of the world\'s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.



JOB PURPOSE:

This role is primarily responsible for attending and resolving customer queries with high degree of efficiency thereby enhancing customer\'s experience with FAB. Deliver timely service to internal and external customers in adherence to the policies and procedures.

Qualifications

KEY ACCOUNTABILITIES:

Policies, Systems, Processes & Procedures

• Ensure complete adherence to the policies and procedures laid down by FAB without any compromise to controls set as per departments SOP\'s.
• Review SOPs as per the Audit and RMU requirement for all PBO-Clients Services Unit and products
• Monitor process related controls to ensure protection to the bank from all identified risks.
• Ensure conformance to internal procedures / policies / guidelines and regulations as applicable.

Continuous Improvement

• Encourage/educate customers to avail various banking avenues to improve overall customer experience.
• Institutionalizing best practices, establishing service quality standards and improving service deliverables to customers.

Reporting

• Prepare unit level statistics data with respect to customer emails & telephone calls in connection with operational issues and services related to queries of PCG customers.
• Generate periodic reports for effective decision making.

Job Specific Accountabilities

• Support Relationship Management Teams by providing operational services to their clients in liaison with other internal departments.
• Ensure timely endeavour to enhance the client experience by servicing clients and providing them with operational & administrative support.
• Adhere & ensure conformance to all internal procedures, policies and other regulatory guidelines as applicable.
• Ensure best in class service to Internal and external customers to avoid any escalations and provide 24X7 services to VVIP clients.
• Maintain confidentiality of customer Sensitive information at all times, ensure safe custody of documents & customer records.
• Participate actively in the various initiatives from the unit and pan bank projects as delegated.

Job Context

Specific Accountability

• Ensure timely service to clients and arrange to provide appropriate service either directly or in liaison with other internal departments or branches.
• Possess good knowledge on the trade finance products.
• Handle customer request fulfilment task for trade transactions by liaising with the relevant internal teams.
• Client\'s trade query handling and business support in managing trade related activities.
• Adhere to the established processes in line with the product papers and obtain necessary internal approvals through emails and workflow systems.
• Validate customer instructions for its conformity with banks requirements for seamless processing.
• Ensure complete adherence to Service Level Agreements with clients in order to manage client expectations. Review SLA\'s at agreed frequency to ensure smooth operations and scheduled delivery of services.
• Maintain timely and effective communications with clients & other internal stake holders.
• Process customer transactions related to trade & cash management functions, servicing PCG clients.
• Handle account statement and other requests of customers in accordance with instructions held.
• Attend queries received from other banks and internal customer to take necessary action.
• Perform daily and periodic reconciliations as per standard operating procedures. Provide periodic feedback on process improvement measures in order to have an efficient and risk free client services.
• Ensure archival and retrieval of documents as per department\'s guidelines.
• Contribute in any other additional activity / responsibility based on need.

Additional Information

Minimum Qualification

• Bachelor\'s Degree / Higher Diploma

Minimum Experience

• Minimum 2 years of related work experience in banking industry specifically in trade finance functions

First Abu Dhabi Bank