Officer- Customer Support

Company Description

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.

Job Description

Generic Accountability:

• Credit analysis, onboarding and monitoring support for acquisition and management of Liabilities & assets customer portfolio for assigned Relationship Managers.
• Maintain accuracy on financial spreading and quality analysis and turnaround credit proposals within benchmarked timeframes.
• 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.
• Demonstrate compliance to organisation’s values and ethics at all times to support the establishment of a value drive culture within the bank.
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Ensure that an effective and competent service environment exists for Business Banking customers at the branches/ Area
• Work closely with the partner channels/ departments to ensure superior client on boarding and Client service experience.
• Assist the Relationship Managers with miscellaneous administration of the client portfolio ensuring all documentation and customer files are maintained in accordance with bank’s policies and procedures.
• Provide excellent client service by attending to client queries, ensuring all queries are responded to in a timely and professional manner and in keeping with established service standards.
• Support improvement of the relevant customer service / customer satisfaction outcomes for the portfolios.
• Greet and orient the clients in products and services of the bank.
• Execute relevant financial transactions for clients in line with service quality standards and bank policies and procedures.
• Ability to identify an acceptable level of lending risk, in line with bank’s risk appetite statement, and to maximise profit from that transaction.
• Accountable for maintaining high data quality standards by ensuring information captured in the Bank’s systems and documentation are correct and maintained in a timely manner.
• Understand access channels (i.e. Corporate Internet Banking, Phone Banking, etc) to proactively educate clients on access options.
• Collaborate with peers in the bank to ensure effective support and service delivery.
• Provide support and information to accomplish individual and team sales goals.
• Generate internal and external reports for checks on prospect and existing customers.
• Perform any other business task requested by the line manager.
  
  

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

• Customer Insight and Market Research: Build a strong understanding of our portfolio, BB Customers’ unmet needs, and use these insights to develop value proposition strategy, 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.
  
  

Adherence to policies, processes, and procedures of the Bank pertaining to Health & Safety.

Frameworks, Boundaries & Decision-Making Authority

• Propose and recommend decisions as per the approved authorization matrix.
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
  
  

Qualifications

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.