Customer Service
Officer
Abu Dhabi Commercial Bank (ADCB)
UAE
- Pro-actively manage the
first point of contact with customers / prospective customers within the
Digital Financial center. Incumbent must assist customer with their request and
also promote our Product & services
- Responsible for providing a high standard of customer service at all times. Incumbent should provide a welcoming service and pro-actively manage the first point of contact with customers.
- Manage the wait time of customers through friendly interaction and by effectively educating and guiding the customers to enhance the usage and adoption of technology components within DFC
- Incumbent must be confident in handling customer queries and respond to inquiries on products, services and usage of Digital Banking and Smart Kiosks by providing accurate answers in a polite and professional manner
- To build & maintain long term customer relationships by providing premium levels of customer service.
- To handle customers complaints in an efficient and professional manner. Escalate unresolved issues to Line Manager in a timely fashion. Liaise with support team to fix any infrastructure related issues within DFC
- To provide feedback to the management / product team / support units.
- Ensure that premises and the service provided are maintained in accordance with ADCB Service Excellence Standards
- Responsible for providing a high standard of customer service at all times. Incumbent should provide a welcoming service and pro-actively manage the first point of contact with customers.
- Manage the wait time of customers through friendly interaction and by effectively educating and guiding the customers to enhance the usage and adoption of technology components within DFC
- Incumbent must be confident in handling customer queries and respond to inquiries on products, services and usage of Digital Banking and Smart Kiosks by providing accurate answers in a polite and professional manner
- To build & maintain long term customer relationships by providing premium levels of customer service.
- To handle customers complaints in an efficient and professional manner. Escalate unresolved issues to Line Manager in a timely fashion. Liaise with support team to fix any infrastructure related issues within DFC
- To provide feedback to the management / product team / support units.
- Ensure that premises and the service provided are maintained in accordance with ADCB Service Excellence Standards
- A minimum of 3 years in
customer service preferably in Hospitality, Banking or Airline Industry.
- Good communication skills.
- Good listening skills.
- To have a pleasant speaking voice and easy to understand.
- Have a friendly and pleasing personality
- Ability to communicate through e-mail, good typing, spelling, and grammar skills are necessary.
- Good computer knowledge.
- Good interpersonal skills.
- Flexible to work in shifts.
- The ability to work under pressure.
- Good communication skills.
- Good listening skills.
- To have a pleasant speaking voice and easy to understand.
- Have a friendly and pleasing personality
- Ability to communicate through e-mail, good typing, spelling, and grammar skills are necessary.
- Good computer knowledge.
- Good interpersonal skills.
- Flexible to work in shifts.
- The ability to work under pressure.
Founded in 1985, ADCB employs
more than 4,000 staff from 62 nationalities, serving over 600,000 retail
customers, and approximately 50,000 corporate and SME clients. The bank
operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey
and a representative office in London. By the end of March 2015, the total
assets of ADCB amounted to AED 207 billion.
ADCB
is a full-service commercial bank that offers a wide range of products and
services including retail banking, wealth management, private banking,
corporate banking, commercial banking, cash management, investment banking,
corporate finance, foreign exchange, interest rate, currency derivatives,
Islamic products, project finance and property management services.
ADCB
is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the
Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi Securities
Exchange. By the end of March 2015, excluding treasury shares, ADCBs market
capitalization was AED 34 bn .
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Relationship
Officer - Branch Channel
Abu Dhabi Commercial Bank (ADCB)
Dubai, UAE
Purpose: To liaise with all
ADCB Branch Staff in procuring sales of simplylife products through the branch.
The main task involves performing all sales & process support related activities for all the assigned branches and to achieve the financial targets periodically by selling simplylife products and services.
- The Executive would be responsible for achieving sales targets stated in the annual objectives through the sales of simplylife products and services acquired through ADCB Branches.
- The objective set for 2016 is to achieve 50 Mn loans & 600 credit cards from branch banking network for simplylife.
- Liaise with the branch managers and branch staff and meet the monthly allocated targets for Loans and Cards and to ensure that these monthly targets are achieved consistently
- Focus on customers sourced through the branch and increase simplylife’s market share.
- Identify Opportunities for Business through activities like flyer distribution, door drops and calling / visiting companies in the vicinity near the branch
- Follow a daily established calendar covering all the branches at least once a week.
- Pro-actively participate in simplylife product campaigns & promotions conducted at the branches.
- To ensure specified targets assigned to the branches viz. units, volumes, NTB, Cross Sell etc. are met.
- To ensure that all the cases sourced by the branch are followed up and all issues, queries and reworks resolved in the stipulated time frame.
- The Executive would make qualitative contributions in terms of rendering service to branch staff by maintaining and strengthening the existing branch sales structure.
- Ensure that all customer complaints are addressed and responded to in a timely fashion, and also ensure that any service failure is remedied immediately to avoid any threat to the bank’s reputation
- Consistently illustrate high levels of customer orientation and professionalism in day to day conduct.
- Ensure that all service levels and agreements are being met consistently without any fail.
- Establish and maintain strong professional relationships / connections by gaining branch staff’s and customers trust (internal as well as external)
- Attend to all queries raised by the branch staff, understand their need and requirements and offer solutions such as training, process streamlining and complaints resolution
The main task involves performing all sales & process support related activities for all the assigned branches and to achieve the financial targets periodically by selling simplylife products and services.
- The Executive would be responsible for achieving sales targets stated in the annual objectives through the sales of simplylife products and services acquired through ADCB Branches.
- The objective set for 2016 is to achieve 50 Mn loans & 600 credit cards from branch banking network for simplylife.
- Liaise with the branch managers and branch staff and meet the monthly allocated targets for Loans and Cards and to ensure that these monthly targets are achieved consistently
- Focus on customers sourced through the branch and increase simplylife’s market share.
- Identify Opportunities for Business through activities like flyer distribution, door drops and calling / visiting companies in the vicinity near the branch
- Follow a daily established calendar covering all the branches at least once a week.
- Pro-actively participate in simplylife product campaigns & promotions conducted at the branches.
- To ensure specified targets assigned to the branches viz. units, volumes, NTB, Cross Sell etc. are met.
- To ensure that all the cases sourced by the branch are followed up and all issues, queries and reworks resolved in the stipulated time frame.
- The Executive would make qualitative contributions in terms of rendering service to branch staff by maintaining and strengthening the existing branch sales structure.
- Ensure that all customer complaints are addressed and responded to in a timely fashion, and also ensure that any service failure is remedied immediately to avoid any threat to the bank’s reputation
- Consistently illustrate high levels of customer orientation and professionalism in day to day conduct.
- Ensure that all service levels and agreements are being met consistently without any fail.
- Establish and maintain strong professional relationships / connections by gaining branch staff’s and customers trust (internal as well as external)
- Attend to all queries raised by the branch staff, understand their need and requirements and offer solutions such as training, process streamlining and complaints resolution
- Act as a bridge between
ADCB Branch staffs and Simplylife CIU, RCAD & product department for smooth
processing of applications.
- Maintain and update the prescribed reports as required
- Submit the daily activity report on prospects and business generated by the branch
- Also ensure that the application form and documents are error free so that the turnaround time is met and introduce new process or revisit existing process with the branch to streamline the quicken approvals of credit cards and Personal Loans
- Share the best practices among the branches and ensure consistency in process the applications across the branches
- Schedule regular training and refresher programmes to enhance the product knowledge of the branch in conjunction with the trainer and the product manager
- Attend all the training programmes laid down by the organization and complete the E Learnings as stipulated
- Maintain and update the prescribed reports as required
- Submit the daily activity report on prospects and business generated by the branch
- Also ensure that the application form and documents are error free so that the turnaround time is met and introduce new process or revisit existing process with the branch to streamline the quicken approvals of credit cards and Personal Loans
- Share the best practices among the branches and ensure consistency in process the applications across the branches
- Schedule regular training and refresher programmes to enhance the product knowledge of the branch in conjunction with the trainer and the product manager
- Attend all the training programmes laid down by the organization and complete the E Learnings as stipulated
Founded in 1985, ADCB employs
more than 4,000 staff from 62 nationalities, serving over 600,000 retail
customers, and approximately 50,000 corporate and SME clients. The bank
operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey
and a representative office in London. By the end of March 2015, the total
assets of ADCB amounted to AED 207 billion.
ADCB
is a full-service commercial bank that offers a wide range of products and
services including retail banking, wealth management, private banking,
corporate banking, commercial banking, cash management, investment banking,
corporate finance, foreign exchange, interest rate, currency derivatives,
Islamic products, project finance and property management services.
ADCB
is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the
Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi
Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs
market capitalization was AED 34 bn .
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Specialist -
Business Risk
Abu Dhabi Commercial Bank (ADCB)
Dubai, UAE
PURPOSE:
To process credit applications, conduct credit risk assessments, support
Business Unit in managing client relationships, protect and improve asset
quality of assigned portfolio in order to support the achievement of the groups
pre-set financial / non-financial objectives.
ACCOUNTABILITIES
Portfolio Management
- Process new and existing credit proposals, monitor allocated portfolio and conduct annual reviews (for example: limit extensions; limit renewals; risk ratings; facility utilization; account conduct; client strategy) for existing clients to ensure continuity of portfolio quality.
Financial Analysis
- Analyze financial data spreads (Moody’s) from Balance Sheet, Profit and Loss statement and Cash Flow statement, conduct trend analysis, ratio analysis and provide opinion on the financial health along with financial projections to ensure decision makers have a clear view on the client’s financial health.
Risk Assessment
- Identify possible risks (For example: business risk; financial risk; structure risk) to assess and mitigate the extent of their impact and foresee possible risk mitigation measures to ensure portfolio health and quality.
Moody’s Risk Analytics (MRA) Rating
- Spread financial statements using Moody’s Risk Analytics (MRA’s), and concur on the subjective parameters for the client to ensure MRA rating (validated or Indicative) is generated accurately.
Policies, Processes, Systems & Procedures
- Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
Self Management
- Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
Customer Service
- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
ACCOUNTABILITIES
Portfolio Management
- Process new and existing credit proposals, monitor allocated portfolio and conduct annual reviews (for example: limit extensions; limit renewals; risk ratings; facility utilization; account conduct; client strategy) for existing clients to ensure continuity of portfolio quality.
Financial Analysis
- Analyze financial data spreads (Moody’s) from Balance Sheet, Profit and Loss statement and Cash Flow statement, conduct trend analysis, ratio analysis and provide opinion on the financial health along with financial projections to ensure decision makers have a clear view on the client’s financial health.
Risk Assessment
- Identify possible risks (For example: business risk; financial risk; structure risk) to assess and mitigate the extent of their impact and foresee possible risk mitigation measures to ensure portfolio health and quality.
Moody’s Risk Analytics (MRA) Rating
- Spread financial statements using Moody’s Risk Analytics (MRA’s), and concur on the subjective parameters for the client to ensure MRA rating (validated or Indicative) is generated accurately.
Policies, Processes, Systems & Procedures
- Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
Self Management
- Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
Customer Service
- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
- Minimum 4 years’ experience
in banking including 2 years in credit-risk related position
- Bachelor’s Degree in Business, Accounting or Finance
- Bachelor’s Degree in Business, Accounting or Finance
Founded in 1985, ADCB employs
more than 4,000 staff from 62 nationalities, serving over 600,000 retail
customers, and approximately 50,000 corporate and SME clients. The bank
operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey
and a representative office in London. By the end of March 2015, the total
assets of ADCB amounted to AED 207 billion.
ADCB
is a full-service commercial bank that offers a wide range of products and
services including retail banking, wealth management, private banking,
corporate banking, commercial banking, cash management, investment banking,
corporate finance, foreign exchange, interest rate, currency derivatives,
Islamic products, project finance and property management services.
ADCB
is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the
Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi
Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs
market capitalization was AED 34 bn .
Apply Now
Product
Implementation Specialist - Cash Management
Abu Dhabi Commercial Bank (ADCB)
Dubai, UAE
JOB PURPOSE: To assist in the
implementation of value added cash management products and act as first line
customer support on cash management product related issues to ensure products
sold are implemented to agreed service standards and customer satisfaction
levels are met
ACCOUNTABILITIES
Product Implementation
- Project manage the implementation of cash management solutions with clients, ensuring that all customer and Internet set ups are complete to facilitate successful implementations for each deal.
UAT Support
- Support the product team in the production and execution of test scripts for new products, managing the resolution of any errors to support acceptance from the customer.
Product and Service Support
- Provide product and service support for customers and relationship managers, liaising closely with operations teams to ensure any issues are resolved to the customer’s satisfaction.
Policies, Processes, Systems and Procedures
- Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
Self-Management
- Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
Customer Service
- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
Product Implementation
- Project manage the implementation of cash management solutions with clients, ensuring that all customer and Internet set ups are complete to facilitate successful implementations for each deal.
UAT Support
- Support the product team in the production and execution of test scripts for new products, managing the resolution of any errors to support acceptance from the customer.
Product and Service Support
- Provide product and service support for customers and relationship managers, liaising closely with operations teams to ensure any issues are resolved to the customer’s satisfaction.
Policies, Processes, Systems and Procedures
- Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
Self-Management
- Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.
Customer Service
- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
Founded in 1985, ADCB employs
more than 4,000 staff from 62 nationalities, serving over 600,000 retail
customers, and approximately 50,000 corporate and SME clients. The bank
operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey
and a representative office in London. By the end of March 2015, the total
assets of ADCB amounted to AED 207 billion.
ADCB
is a full-service commercial bank that offers a wide range of products and
services including retail banking, wealth management, private banking,
corporate banking, commercial banking, cash management, investment banking,
corporate finance, foreign exchange, interest rate, currency derivatives,
Islamic products, project finance and property management services.
ADCB
is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the
Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi
Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs
market capitalization was AED 34 bn .
Apply Now
Head of Acquiring
Abu Dhabi Commercial Bank (ADCB)
Abu Dhabi, UAE
JOB PURPOSE:
- Business Manager for the Acquiring business – P&L responsibility.
- Develop and implement business strategy – product development, merchant sales and processing capabilities.
ACCOUNTABILITIES
Strategic Role:
- New Business Development
- Brand Building strategies
- Identification and segregation of potential market segments
- Revenue generation through new innovative products & account management
- Communicate with generate support from internal and external stakeholders.
- Lead innovation in acquiring space through subject matter expertise.
Operational Role:
- Handling a team of experts to liaise with front and back end.
- Responsible for achieving business targets
- Defining the exact marketing processes and responsible for execution
- Developing relevant business proposals
- Monitoring market intelligence within the industry in terms of market development, new projects, competitive activity, new customers etc.
- Adhere and comply with applicable ADCB’s internal policies and procedures as well as governing regulations issued by concerned authorities.
Organizational Role:
- To enhance the relationships internally to setup appropriate marketing & distribution strategies.
- Consistent follow up through resourcefulness in order to achieve goal and objectives.
- Business Manager for the Acquiring business – P&L responsibility.
- Develop and implement business strategy – product development, merchant sales and processing capabilities.
ACCOUNTABILITIES
Strategic Role:
- New Business Development
- Brand Building strategies
- Identification and segregation of potential market segments
- Revenue generation through new innovative products & account management
- Communicate with generate support from internal and external stakeholders.
- Lead innovation in acquiring space through subject matter expertise.
Operational Role:
- Handling a team of experts to liaise with front and back end.
- Responsible for achieving business targets
- Defining the exact marketing processes and responsible for execution
- Developing relevant business proposals
- Monitoring market intelligence within the industry in terms of market development, new projects, competitive activity, new customers etc.
- Adhere and comply with applicable ADCB’s internal policies and procedures as well as governing regulations issued by concerned authorities.
Organizational Role:
- To enhance the relationships internally to setup appropriate marketing & distribution strategies.
- Consistent follow up through resourcefulness in order to achieve goal and objectives.
- A strong understanding of
merchant payment processing and capabilities primarily in Middle East but also
globally
- Proven track record of success in start-up businesses or change programmes
- Fine commercial and analytical skills
- Ability to build a strong network spanning sales, operations, delivery and technology teams
- Excellent interpersonal and influencing skills
- Good presentation skills
- Experience of eCommerce or card payments
- In-depth experience of international card schemes e.g. Visa, MasterCard, Maestro, American Express
- Extensive knowledge of card scheme rules and fees
- Strong experience of product and project management methodologies
- Proven leadership skills in multi-ethnic working environment
- Proven track record of success in start-up businesses or change programmes
- Fine commercial and analytical skills
- Ability to build a strong network spanning sales, operations, delivery and technology teams
- Excellent interpersonal and influencing skills
- Good presentation skills
- Experience of eCommerce or card payments
- In-depth experience of international card schemes e.g. Visa, MasterCard, Maestro, American Express
- Extensive knowledge of card scheme rules and fees
- Strong experience of product and project management methodologies
- Proven leadership skills in multi-ethnic working environment
Founded in 1985, ADCB employs
more than 4,000 staff from 62 nationalities, serving over 600,000 retail
customers, and approximately 50,000 corporate and SME clients. The bank
operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey
and a representative office in London. By the end of March 2015, the total
assets of ADCB amounted to AED 207 billion.
ADCB
is a full-service commercial bank that offers a wide range of products and
services including retail banking, wealth management, private banking,
corporate banking, commercial banking, cash management, investment banking,
corporate finance, foreign exchange, interest rate, currency derivatives,
Islamic products, project finance and property management services.
ADCB
is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the
Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi
Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs
market capitalization was AED 34 bn .
Apply Now