First Abu Dhabi Bank Looking for Senior Officer- Customer Service at Abu Dhabi ,  United Arab Emirates Full Time

Job Description

ACCOUNTABILITIES:

• Receive and respond to all client inquiries by phone, email and walk in clients
• Provide diligent and through service for all clients and potential clients on opening and maintaining trading accounts
• Receive and promptly complete all clients transaction requests
• Provide a point of contact between broker’s services to FABS clients, like statement of accounts. Also , contact and requests to Operations and Finance dept
• Ensure compliance with FABS Code of Conduct , and with FABS Compliance Manual
• Contribute in creation of FABS Operating Manual for Customer Service.
• Liaise with FABS Compliance and VP & Head of Customer Service to ensure accurate implementation on FABS Customer Service Policies and Procedures.
• Implement Customer Service Procedures across Customer
• Service Department , including but not limited to account opening i.e. obtaining investor number and FABS trading account number , account closing , depositing of shares , transfer of shares , answering client enquiries and file management.
• Sign and approve new FABS trading accounts opening forms when delegated by the VP & Head of Customer Service, primary responsibility for maintaining all account opening and closing documentation.
• Manage the process of obtaining paperwork for accounts opening and closing, in accordance with FABS AML Policy and Compliance Manual. Undertake required procedures to establish identity of account holders during account opening.
• Implement process for dealing with all inquiry calls / walk-in customers.
• Implement FABS procedure on dealing with customer complaints, maintain a register on customer complaints.
• Ensure delivery of monthly statement to clients.
• Forward all IT related complaints to IT Manager.
• Maintain all telephonic conversations with customers.
• Maintain all customer correspondence.
• Maintain client files system , register of files , and segregated lists of clients , as necessary.
• Train staff on implementation of Customer Service policies and procedures
• Act as point of contact for customer service department in case of internal and external audit.
• Produce reports on income generated ( new business ) on monthly basis.
• Update database on High net worth and retail clients.
• Any other duties as assigned by management.
• Coordinate with Customer Service Institutional Desk to ensure proper implementation of Customer Services policies and procedure across FABS

Qualifications

• 5 years minimum Customer Service Experience.
• Fluent in written and spoken Arabic plus reasonable level of written and spoken English.
• Strong interpersonal Skills.
• Proven leadership skills within technical /customer supportdesk function.
• Demonstrate track record of improving customer satisfaction and driving change.
• Excellent Customer Service and People management skills.
• Experience of face to face customer management