Customer Service Officer

Role : Customer Service Officer

Location : Dubai

Role Purpose :

Provide high level customer service & end-to-end support to the Coverage Team across Community Banking on all customer service matters, account opening & maintenance and ODD.

Key Accountabilities of the role

• Oversee all services related to Community Banking clients to optimize customer experience across all services.
• Account opening & closing for entities (with all related approvals from legal & compliance)
• Assure RIM alignments with all required parameters needed, such as KYC update I POP-UP messages / Remediation tasks / client profile update I Sign Cap-signature updates I Valid IDs uploads I Establishment contracts updated I Indemnities assigned and uploaded I other client profile updates.
• Provide full support to RMs on all operational & middle office tasks.
• Handle customer's routine enquiries within same day turn-around time.
• Work on complaints resolution and identify ways of ensuring complaint doesn’t recur.
• Liaise with different departments within ADIB for operational issues.
• Coverage on CBV / RCSA / BIA processes.
• Handling other middle office assignments and extra tasks to support Community Banking department on daily basis.
• Escalate matters and incidents directly to the Line Manager
• Report identified missing data / updates / parameters / for any client RIM directly to the account RM and Line Manager for their immediate action with clients and their follow ups.
• Assure no dormant / inactive accounts within the assigned portfolio.

Specialist Skills / Technical Knowledge Required for this role :

Required experience :