Customer Service Officer

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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