Immediately Hiring

Support Officer- Liabilities in Abu Dhabi
First Abu Dhabi Bank

Support Officer- Liabilities

Found in: Talent AE Sponsored - 1 day ago


Abu Dhabi, United Arab Emirates First Abu Dhabi Bank Full time


Job Description

Job Purpose:
To support the Area Manager & Relationship Managers to grow a portfolio of liabilities customers in defined geographical markets in pursuit of specific sales, service, growth and opportunity targets.
Key Accountabilities:
Generic Accountability
  • Deliver best in class services for CMB customers at the Business Banking desks. Ensure that customers are satisfied and are provided the best services
  • Follow-up on origination and execution of customer transactions.
  • Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
  • Serve as the main operational point of contact for key client relationships and deliver focused and professional client servicing.

Generic Accountability
  • Deliver best in class services for CMB customers at the Business Banking desks. Ensure that customers are satisfied and are provided the best services
  • Follow-up on origination and execution of customer transactions.
  • Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
  • Serve as the main operational point of contact for key client relationships and deliver focused and professional client servicing.

Customer Onboarding
  • Ensure client onboarding of New to Bank clients for Liabilities Business Accounts and Deposits mobilization
  • Upselling /Cross selling to existing client base by marketing of all products of the bank including Trade unfunded products (100% cash backed proposition).
  • Enable i-Banking Online platform channel Migration & Activation for all existing & NTB client base for superior client experience and enhanced revenues.
  • Generate Referrals by referring clients to other coverage sales channels & Liability RMs, PB for Revenue generation products viz. TWC, PL Assets, Fx, Investments, Banca, Liabilities, WPS & Retail products.
  • Ensures accuracy of all bank forms and documents executed by the customer.
  • Identify, develop, enhance and maintain relationship with existing borrowing and non-borrowing customers.
  • Implement a structured calling program to give effect to the relationship plan pertaining to existing customers.
  • Maintain customer documents and files in accordance with bank's policies and procedures..
  • Resolve and minimize pending limit expiry across borrowing portfolio.
  • Timely response to internal and external emails and communications.
  • Responsible for preparing and assisting in business banking customer requirements

Internal Processes :
  • Adhere to the prescribed Sales & Compliance processes as per Bank's policies. Implement governance & controls to proactively identify, manage and minimize/mitigate potential losses to the franchise.
  • Ensure strict adherence to Risk Control Assessment RCA process across all areas of Business Banking Department - Selling, Client Onboarding, Recruitment, Training, Performance Management, Human Resources, Fraud Control, Operations, and Client Application & KYC Documentation etc.
  • Ensure customer onboarding and various other services to Business Banking customers are managed within current policies and procedures. Any deviations to be backed by requisite approvals.
  • Ensure adherence of all prescribed internal processes to ensure satisfactory Audit Ratings by adherence of all prescribed processes
  • Manage service delivery expectations of customers to sustain positive NPS score and minimise NPS detractors in the managed portfolio.
  • Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
  • Ensures timely processing of all customer initiated transactions to enable increased share of wallet.
  • Monitor transactions in customer accounts are in line with KYC
  • Obtain customer information and reply to AML alerts raised on assigned accounts within timelines
  • Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan

Branch Services Support :
  • Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
  • Retrieve and provide bank statement to customers as per request.
  • Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions.
  • Approve cheque book issuance and advise Branch in case any customer submits more than one cheque book request at one time.
  • Approve cheque book issuance and advise Branch in case of past cheque return history in the account.

Account Services Support :
  • Verify signature and place Original Seen Stamps as applicable for service requests as per SOP.
  • Seek approval for reversal of force debited minimum balance charges and co-ordinate with Branch/ROPS for account closure for zero balance accounts.
  • Receive customer request for FD creation and co-ordinate with Account Services for creation of FD.
  • Diarise monthly deposit build-up of borrowing customers and co-ordinate for creating fixed deposit every month (as system functionality not available for recurring deposit / standing instruction)
  • Receive customer request and coordinate processing liquidation of FD
  • Obtain due diligence information and documents to update KYC as per applicable review frequency.
  • Receive and coordinate processing of contact details update and KCP update.
  • Receive and coordinate update of authorization to submit TT request and Cheque Book request and to collect Cheque Book.

Qualifications

Minimum Qualification
  • Bachelor's Degree in Business Administration, Finance, Banking or a related major field of study is preferred

Minimum Experience
  • 5 years' relevant experience in the Corporate, Commercial or Business Banking with at least 3 years in similar positions of progressively increasing responsibilities in the support function.

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