Jobs in Emirates - career in Emirates - vacancies in Emirates-Relationship Officer - Excellency - ADCB Abu Dhabi Commercial Bank-Jobs in Emirates - career in Emirates - vacancies in Emirates
Job Purpose
Responsible for provision of customer service and sales support to the Excellency clients by:
• Meeting agreed service standards
• Ensuring seamless transaction processing and service delivery
• Provision of support to ensure Sales targets are achieved
Main Tasks & Responsibilities
Customer Service & Transaction processing
• Ensure that Excellency offers the best ‘First Class Service’ in the market
• Conducting EOD-BOD checks on all transactions
• Ownership of portfolio vis-à-vis front-end service and account management
• Problem/complaint resolution to be at 99% within TAT
• Respond to all phones within 3 rings in a polite and friendly manner.
• Record all messages and ensure call back response to caller is done within the same day within the 15 min TAT.
• Track all maturities and contact customers and record action. Reviewed on a monthly basis
• Ensure all KSIs are at 100% levels; Escalate all transactions not meeting TATs
• Ensure all MIS and reports are maintained
• Weekly off day handovers are complete vide documented emails
Attrition management
• Ensure that attrition levels are kept within 5%
• Root cause analysis for account closures
Portfolio Management
• Generating 3 hot leads per month ( e.g. bank assurance/FDs)
• Daily check on TOP 5 client accounts
• Sensitive Client Calling to the top 20 clients
• Ensuring respective RM Client Contact Plan MIS is submitted within deadline to the Unit Manager
Operational Health & Compliance
• Ensure all KYC and Compliance procedures to be complied with and adhered to in transaction processing
• Ensure all customer instructions are authenticated
• TDSS (Time, date, Stamp, signature) all client instructions
• Signoffs are as per authority grid
• Compliance training/awareness is in place
Personal Development
• Competency Levels of ROs are tracked and are in line with the business requirements
• Ensures that they are appraised on a regular periodic basis
Team work/Training
• Attend at least 6 man days of training in the year
• Be an effective team player and display the brand values in day to day interaction with internal and external parties
• Submit at least one idea/initiative for a process improvement/change every quarter
• Ensure team is staffed on off days /product end days and month ends.
Job Details
| Date Posted: | 2017-10-10 |
| Job Location: | Abu Dhabi, United Arab Emirates |
| Job Role: | Banking |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | United Arab Emirates; Austria; Belgium; Bahrain; Switzerland; Germany; Djibouti; Denmark; Algeria; Egypt; Spain; Finland; France; Great Britain (UK); Greece; Ireland; Iraq; Iceland; Italy; Jordan; Comoros; Kuwait; Lebanon; Luxembourg; Libya; Morocco; Mauritania; Netherlands; Norway; Oman; Portugal; Palestine; Qatar; Saudi Arabia; Sudan; Sweden; Somalia; Syria; Tunisia; United Kingdom; Yemen |
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