Specialist- PBO Client Services
Job Description
Specialist- PBO Client Services
Full-time
Division: GCOO
Sub Division: Group Operations
Company Description
Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
Job Description
JOB PURPOSE:
This role is primarily responsible for attending and resolving customer queries with high degree of efficiency thereby enhancing customer’s experience with FAB. Deliver timely service to internal and external customers in adherence to the policies and procedures.
KEY ACCOUNTABILITIES:
This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.
Policies, Systems, Processes & Procedures
Ensure complete adherence to the policies and procedures laid down by FAB without any compromise to controls set as per departments SOP’s.
Review SOPs as per the Audit and RMU requirement for all PBO-Clients Services Unit and products
Monitor process related controls to ensure protection to the bank from all identified risks.
Ensure conformance to internal procedures / policies / guidelines and regulations as applicable.
Continuous Improvement
Encourage/educate customers to avail various banking avenues to improve overall customer experience.
Institutionalizing best practices, establishing service quality standards and improving service deliverables to customers.
Reporting
Prepare unit level statistics data with respect to customer emails & telephone calls in connection with operational issues and services related to queries of PCG customers.
Generate periodic reports for effective decision making.
Job Specific Accountabilities
Support Relationship Management Teams by providing operational services to their clients in liaison with other internal departments.
Ensure timely endeavour to enhance the client experience by servicing clients and providing them with operational & administrative support.
Adhere & ensure conformance to all internal procedures, policies and other regulatory guidelines as applicable.
Ensure best in class service to Internal and external customers to avoid any escalations and provide 24X7 services to VVIP clients.
Maintain confidentiality of customer Sensitive information at all times, ensure safe custody of documents & customer records.
Participate actively in the various initiatives from the unit and pan bank projects as delegated.
Job Context:
Specific Accountability
Extensive knowledge and support in trade finance functions and the client servicing model associated with the product.
Manage trade transactions by tracking the status for end to end closure.
Provide business and client support in queries for Trade transaction facilitation.
Ensure timely service to clients and arrange to provide appropriate service either directly or in liaison with other internal departments or branches.
Validate customer instructions for its conformity with banks requirements for seamless processing.
Ensure complete adherence to Service Level Agreements with clients in order to manage client expectations. Review SLA’s at agreed frequency to ensure smooth operations and scheduled delivery of services.
Maintain timely and effective communications with clients & other internal stake holders.
Process customer transactions related to trade & cash management functions, servicing PCG clients.
Handle account statement and other requests of customers in accordance with instructions held.
Attend queries received from other banks and internal customer to take necessary action.
Perform daily and periodic reconciliations as per standard operating procedures. Provide periodic feedback on process improvement measures in order to have an efficient and risk free client services.
Ensure archival and retrieval of documents as per department’s guidelines.
Contribute in any other additional activity / responsibility based on need.
Qualifications
Minimum Qualification
Bachelor’s Degree / Higher Diploma
Minimum Experience
Minimum 2 years of related work experience in banking industry
Job Location
Specialist- PBO Client Services
One FAB Tower, Abu Dhabi, United Arab Emirates
Full-time
