Senior Officer, CCS Centers First Abu Dhabi Bank FAB

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.

Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Specific Accountability

The key objective of the Senior Officer would be to act as a liaison between clients and other internal departments of the bank.

Senior Officer would endeavor to enhance the client experience by servicing clients and providing them with operational and administrative support.

Senior Officer serves the complete set of CCIB & IB clients which includes:

1. Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches but not limited to the below

• Account maintenance activities
• Corporate Credit Card operation
• Balance confirmation letters
• PDC Memos
• Account confirmation letter/Statement Printing Request
• Closure letters
• RM inquiries
• Attending walk in clients to accept request on behalf of RM.
• Exception handling etc.
• SharePoint/ BPMS /DMS/ T24 (App)

1. Attend to RM s issues and grievances and resolve or provide solution. Also support in mitigating the factors that resulted in the client complaint/ grievance.

1. Collect appropriate documentation required as per bank s / regulatory requirement.
2. Timely and effective communications to be maintained with internal stakeholders by complying with TATs & SLAs agreed by CCS with other operational units.
3. Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.
4. Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.
5. Study and identify areas of improvement guarding the risk factors attached to them.
6. To assist the Manager in enhancing Customer Experience Centre from CCS transactional experience