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Senior Officer

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates First Gulf Bank PJSC Full time
Job Summary

We are seeking a highly skilled and experienced Senior Officer to join our team at First Gulf Bank PJSC. The successful candidate will be responsible for providing exceptional service to our clients and stakeholders, ensuring timely and efficient resolution of complaints and issues.

Key Responsibilities
  • Service Delivery
    • Provide high-quality service desk support to clients and stakeholders, ensuring prompt and efficient resolution of complaints and issues.
    • Initiate quick resolution of complaints and escalate issues to senior management as necessary.
    • Act as the first line of service desk support, providing full support services to stakeholders and assisting the team leader in being a high-quality service provider.
  • Process Management
    • Ensure calls logged to the service desk are answered promptly and logged appropriately.
    • Receive tickets/requests for processing and dispatch/distribute them accordingly.
    • Perform a variety of day-to-day administrative and operational duties in processing Team Work as directed by the Team Leader.
  • Reporting and Compliance
    • Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.
    • Review all relevant transactions/applications to ensure compliance with SOPs and Policies.
  • Risk Management
    • Identify and escalate recurring risks and issues to the Supervisor/Line Manager/Department Head.
    • Ensure escalation and reporting of any identified risks and suggest and implement mitigating actions.
  • People and Business Efficiency
    • Maintain professionalism and effective communication with colleagues.
    • Support the team to deliver service excellence.
    • Manage workflows efficiently with available resources without compromising risk and service quality.
    Requirements
    • Education
      • Bachelor's degree preferable in Commerce, Banking, or Finance.
    • Experience
      • 3-5 years of relevant experience in the Banking sector.
    • Skills and Knowledge
      • Thorough knowledge of bank operations and administration.
      • Good knowledge of systems and technical areas.