Ref: GP581-34
Job description / Role
This role is primarily responsible for business mobilisation through excellent customer service standards. Resolving customer service issues of branch customers accurately and on time and ensuring high customer satisfaction scores. Assisting the Customer Service Supervisor in ensuring the smooth functioning of the bank floor operations.
Key Accountabilities:
* Ensure that liabilities and asset growth are as per the stated business targets
* Develop and sustain cordial relationships with affluent community members.
* Develop a service-oriented and performance driven culture by ensuring that all service quality targets are met at all times
* Monitoring service quality indicators and takes corrective measures to ensure highest level of customer satisfaction
* Ensuring all problems/complaints/queries are handled quickly, efficiently and tactfully
* Resolving escalated customer complaints and ensuring timely resolution of the same
* Driving sales of new products, ensuring proper documentation of applications and tracking sales targets to achieve growth
* Providing cross-sell leads to sales teams and ensuring timely follow-up to ensure conversion
* Ensuring implementation of all audit recommendations and minimizing occurrence of any deviations during audit checks
* Monitoring service quality indicators and takes corrective measures to ensure highest level of customer satisfaction
* Ensuring all problems/complaints/queries are handled quickly, efficiently and tactfully
* Resolving customer complaints
Requirements
* Minimum of 2 to 5 years relevant experience in Retail Banking with emphasis on Customer Service.
* Good knowledge of Banking Laws and practice
* Interpersonal skills and pleasing disposition
* Quality Driven initiative to resolve and pro-actively address problems.
* Marketing capabilities with soft selling skills
* Excellent communication skills in Arabic and English.
About the Company
Established in 1979 and headquartered in the UAE capital, Abu Dhabi, the bank offers a full range of financial services to business and consumer sectors throughout an extensive network of branches across the UAE.
Internationally FGB has branches in Singapore and Qatar, representative offices in India and Hong Kong and a subsidiary in Libya.
FGBs story of growth and value creation for its stakeholders is a strong one - from Abu Dhabi origins to UAE acquisitions and an international footprint, from Corporate to Wholesale Banking including debt, transactional banking and Islamic products, from burgeoning Treasury to global money markets, asset management and research. Notably in the Consumer market FGB has developed segmented and customer centric products in all categories and brought technology and extra benefits to its customers.
Today, FGB is recognised as a world-class organisation committed to maximising value for shareholders, customers and employees as it focuses on delivering banking products and services that meet client needs and support the UAE's dynamic economy. In line with its commitment to excellence the bank continues to invest significantly in people and technology to provide superior service standards.
First Gulf Bank was awarded the 'Best Bank in the United Arab Emirates' and 'Best Bancassurance' titles at the Banker Middle East Industry Awards 2013. It was also ranked as the 3rd most powerful company in the UAE and 6th leading bank in Forbes' 'Top 500 in the Arab World' list.
First Gulf Bank carries an A+ Long-Term (IDR) rating from Fitch, an A2 Long Term Deposit rating from Moody's, an A+ Long Term Foreign Currency Rating from Capital Intelligence and a AAA Long-Term Financial Institution Rating from RAM Ratings of Malaysia.