Role : Customer Service Officer
Location : Dubai
Role Purpose:
Provide high level customer service & end-to-end support to the Coverage Team across Community Banking on all customer service matters, account opening & maintenance and ODD.
Key Accountabilities of the role
- Oversee all services related to Community Banking clients to optimize customer experience across all services.
- Account opening & closing for entities (with all related approvals from legal & compliance)
- Assure RIM alignments with all required parameters needed, such as KYC update I POP-UP messages / Remediation tasks / client profile update I Sign Cap-signature updates I Valid IDs uploads I Establishment contracts updated I Indemnities assigned and uploaded I other client profile updates.
- Provide full support to RMs on all operational & middle office tasks.
- Handle customer's routine enquiries within same day turn-around time.
- Work on complaints resolution and identify ways of ensuring complaint doesn’t recur.
- Liaise with different departments within ADIB for operational issues.
- Coverage on CBV/ RCSA/BIA processes.
- Handling other middle office assignments and extra tasks to support Community Banking department on daily basis.
- Escalate matters and incidents directly to the Line Manager
- Report identified missing data/updates/parameters/ for any client RIM directly to the account RM and Line Manager for their immediate action with clients and their follow ups.
- Assure no dormant / inactive accounts within the assigned portfolio.
Specialist Skills / Technical Knowledge Required for this role:
- ADIB Banking Products Knowledge.
- Sound knowledge of ADIB Policy & Process.
- Language Skill.
- Operations & Processing skills.
Required experience:
- Bachelor’s degree
- 3+ years’ experience in a similar position.
- Efficient and effective Computer & MS Office skills (Word, Excel, PowerPoint).
- Ability to work in teams and individually.
- Fair Knowledge of cash management service and other corporate/BBD banking products.
- Good Knowledge of AML & Compliance related matters.
- Excellent in time Management, Planning, Organizing accomplishing tasks against deadlines.
- Problem Solving.
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