Service Officer, Client Excellence Commercial Bank of Dubai

Provides effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries and requests received by walk-in customers which may related to Trade, Payments or other Account Services. In addition to attending walk-in customers, staff will also have to attend daily operational duties such as letter preparation, document management, and asset reconciliation/balancing. The candidate is expected to be able to foster close relationships with important corporate clients and adopt a friendly and open approach. In addition, candidates should have a keen eye for making department improvements with a particular consideration for digital. The Service Officer acts as the front-line for customer communication and cross-selling hence the candidates must be able to sell / cross-sell confidently.

Principal Accountability:

• Hold a full grasp and understanding of the Service Desk SOP and always operate in-line with the SOP guidelines.
• Handle walk-in customers in a quick and efficient manner and ensure customers are satisfied with the response and service provided
• Receive original applications / documents for processing transactions from clients (All types of Trade and non-Trade requests) and ensure they are scanned into EDMS/Open Text for further processing by respective departments as per Standard Operating Procedures, with necessary follow-up until end to end completion of transactions
• Maintain full custody of all original documents, with proper record for easy tracking, full reconciliation and delivery of same to clients with proper acknowledgement and file as per the SOP
• Providing outstanding statements and reports for Trade and Non-Trade requests as per the SOP and based on customer request and authentication.
• Prepare different types of letters requested by customers in-line with the SOP and Legal guidelines
• Manage the inventory of Chequebooks, Cheque Returns, Statements and other relevant account service items
• Prepare daily, weekly & monthly reports relating to the work and documents in custody of the WBG Service Desk
• Issuance of guarantees against 100% cash margin over the counter.
• As required liaise with other departments across the bank including Institutional and Corporate Banking and Operations to ensure customers are provided the necessary support to conclude their request/query and ensure the maximum volume of queries are resolved first time, at the Service Desk.
• 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.
• Effective management of the QMatic system and ensuring customers always take a ticket when visiting the branch
• Respond to all emails received relating to work at the Service Desk within timelines and relevant responses and with the knowledge of the respective RM/RO (as required)
• Handout relevant leaflets and flyers to customers to promote CBD Products and Services which are relevant for them
• Advise customers on digital solutions provided by CBD and how these could help the customer s organisation
• Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms
• Promote proper use of the IServe Digital Customer Service Platform with our Corporate and Institutional customers
• Effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments
• Ensure inter branch mail is used effectively to receive documents and forward documents to relevant personnel as per procedure.
• Liaise with other branches, to obtain necessary information and pass the same to customers / internal stakeholders
• Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling

Service & Quality

• Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
• Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
• Log all complaints received at the WBG Service Desk on CRM for routing to the Complaints Handling Unit
• Remain fully updated on Bank s policy and procedure, products / services to ensure prompt quality service to clients.
• Record all ideas and suggestion provided by customers on CRM for further analysis and action

People

• Take active interest in self-development & competencies to hold higher responsibilities.
• Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.