Specialist Commercial Banking Full-time Job

Key Accountabilities

This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.

Customer Excellence:

Formulate & manage end to end process for all customer communication.

Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.

Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit.

Support implementation of KYC related projects and initiatives

Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.

Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

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

Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.

Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.

Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals.

Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.

Co-ordination with branch for issuance of foreign currency demand drafts / manager’s cheque

Follow up with branch for tracking of requests (in case of direct submission of requests in branch e.g.: TT requests / any other maintenance request

Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience.

Job Context

Evaluate Existing Business Processes & propose Process Improvements

Creates processes and integrates voice of the customer insights into cross-functional action plans.

Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues

Formulate & manage end to end process for all customer communication

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.