Specialist- Commercial Banking - Emiratized Role

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together

Generic Accountability

• KYC & onboarding governance framework – ensure a thorough understanding of on-boarding governance framework to onboard as CB & bank’s processes/guidelines.
• Ops Risk Management: adhere to SOPs to ensure the processing of customer transactions.
• Compliance Risk Management: Ensure complete understanding & adherence to compliance risk management.
• AML & Transaction monitoring: act immediately on AML alerts to mitigate risks. Further liaise with internal stakeholders to initiate immediate actions.
• Channel migration: educate customers on the key benefits of migrating to channels and further assist to onboard customers on channels.
• Product Knowledge: deep understanding of business banking products to increase cross-sell and hence, revenue per client.
• Customer Excellence: Deliver best in class services for Business Banking customers at the Business Banking desks. Ensure that customers are satisfied and are provided the best services
• Complaint Management: Resolve customer issues and queries in a way that reflects and expresses excellent customer service. Ensures timely follow-up and escalation of client issues.
• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards. Being Team Player & Coordination with RM/Sr RM.

Job Specific Accountabilities / KPIs

Customer Onboarding

• Ensure client onboarding of New to Bank clients for Liabilities Business Accounts and Deposits mobilization.
• Upselling /Cross selling to existing client base by marketing of all products of the bank including Trade unfunded products (100% cash backed proposition).
• Enable i-Banking Online platform channel Migration & Activation for all existing & NTB client base for superior client experience and enhanced revenues.
• Generate Referrals by referring clients to other coverage sales channels & Liability RMs, PB for Revenue generation products viz. TWC, PL Assets, Fx, Investments, Banca, Liabilities, WPS & Retail products.
• Maintain customer documents and files in accordance with bank’s policies and procedures. Ensures accuracy of all bank forms and documents executed by the customer.
• Implement a structured calling program to give effect to the relationship plan pertaining to existing customers.
• Perform ongoing credit risk management and daily monitoring of credit portfolio. Resolve and minimize pending deferrals and limit expiry across borrowing portfolio.
• Timely response to internal and external emails and communications. Responsible for preparing and assisting in business banking customer requirements.
• Gather requisite information and documents for preparation of Credit Applications, Credit Assessment & Approval.
• Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience.

Internal Processes

• Adhere to the prescribed Sales & Compliance processes as per Bank's policies. Implement governance & controls to proactively identify, manage and minimize/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 & KYC Documentation etc.
• 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.
• Manage service delivery expectations of customers to sustain positive NPS score and minimize NPS detractors in the managed portfolio.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Monitor transactions in customer accounts are in line with KYC. Ensures timely processing of all customers-initiated transactions to enable increased share of wallet.
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan.

Minimum Qualification

Bachelor’s Degree in Business Administration, Finance, Banking or a related major field of study is preferred.

Minimum Experience

5 years’ relevant experience in the Corporate, Commercial or Business Banking with at least 3 years in similar positions of progressively increasing responsibilities in the support function.