Service Officer (UAE National)

Job Purpose:

Provides effective customer service to Institutional and Corporate clients by acting as the key point of contact for enquiries and requests received through email or telephone, as well as attending to Walk-In customer. In addition to effective execution of daily operational duties. The candidate is expected to be able to foster close relationships with important corporate clients and should have a keen eye for making department improvements with a particular consideration for digital.

Principal Accountabilities:

Work Management

Establish good liaison with related departments for executing Institutional and Corporate Banking customer transactions within defined TAT.

Work with other departments to ensure the maximum volume of queries are resolved first time, at the Service Desk.

Ensure that all queries received at the Service Desk are attended and handled effectively and efficiently. Provide necessary guidance/ advice to the customer after collecting information from various systems or CBD units.

Respond to all emails / cases received at the Service Desk within timelines and relevant responses and with the knowledge of the respective RM/RO.

Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling

Act as first point of contact in understanding customer’s requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status, and any transaction related reports etc.

Receive original application for processing transactions from clients (All types of non-trade and Trade requests). Original docs to be forwarded to the respective teams as per SOP

Receive all kinds of transaction requests from Client and scan to EDMS/Open Text for further processing by respective departments as per Standard Operating Procedures, with necessary follow-up till end to end completion of transactions.

Maintain full custody of all original documents, with proper record for easy tracking and delivery of same to clients with proper acknowledgement and file as per procedure.

Providing outstanding statements for Trade and Bank account statements as per SOP based on customer request and authentication.

Work within the SLA and keep Customers informed of expected completion date and status and timelines for exceptions

For outstation branches, obtain necessary signatures of LGs printed by Head Office and keep it ready for delivery to customers.

Resolve all transaction related technical queries raised by Operations in liaison with Client.

Original guarantee cancellation requests received from clients / beneficiaries are to be forwarded to TSC after complying to recording and dispatch requirements as per SOP.

Ensure inter branch mail are forwarded using inter branch /Trade Finance mail registers, obtain acknowledgement and file as per procedure.

Responsible for recording, documentation and closure of queries and requests routed through the Service Desk

Responsible for daily reconciliation of requests received with acknowledgement from units to which they have been routed

Log all complaints received at the Service Desk on CRM for routing to the Complaints Handling Unit

Proactively engage in enrolling customers for using CBD ibusiness

Complete back end tasks and investigations for responses to support RM/RO while they handle customer service requests of Corporate Customers.

Identify area of self-development in line with the Bank’s competency guidelines, prepare and agree action plan in agreement with the supervisor.

Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.

Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.

Record all ideas and suggestion provided by customers on CRM for further analysis and action

Responsible to handle Escrow customers, receive documents submitted by them and route to the relevant department.

 Issuance of guarantees against 100% cash margin over the counter.

 i. Receive original Guarantee application on banks standard format. Ensure that it is duly completed and manually signed. Affix Date and Time stamp on the application.

ii. Obtain necessary approvals and register the transaction in TI Plus and prepare the text of      Guarantee in banks agreed format, Print the original guarantee and pass on to Verifiers/Checker for signature.

iii. Handover the guarantee to customer and forward the original request along with copy of signed guarantee for scanning in KOFAX.

 iv. Follow up with trade team for completion of the guarantee in trade system,

Service & Quality

Maintain the spirit of CODE by supporting the CCBB teams and Back Office Units as and when required.

Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.

People

Take active interest in self-development & competencies to hold higher responsibilities.

Education and Experience:

Graduate, preferably in commercially oriented discipline or Higher Secondary education with recognized diploma in Banking

Minimum of 5 years’ experience handling Corporate Customer Service