Senior Officer, Client Excellence (UAE National)

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose

To deliver a first-class customer experience by managing client queries, requests, and issues across Payments and Cash Management, Online Banking support, Supply Chain Finance, Trade, Cards, and Account Services, etc. The role requires effective coordination with internal departments to ensure timely and accurate resolution, while also driving digital adoption and promoting a self-service approach. In addition to frontline responsibilities, the Senior Officer supports the Team Leader and Unit Head in reporting activities and contributes to the design, implementation, and execution of initiatives that enhance service quality and operational efficiency. The role operates in a high-volume, fast-paced environment and demands the ability to work effectively under pressure while maintaining a strong focus on service excellence and client satisfaction.

Responsibilities

• Hold a full grasp and understanding of the Client Excellence & Service Delivery SOP and always operate in line with the SOP guidelines.
• Hold good knowledge and experience in Corporate Banking and specifically within the areas of Payments & Cash Management, Trade, Supply Chain Finance, Acquiring, Cards and other Account Services.
• Hold a strong knowledge of CBD's Products & Services across Loans, Payments & Cash Management, Trade, Supply Chain Finance, Acquiring, Cards and other Account Services.
• Awareness of other banks' product and service offerings in the market is also beneficial.
• Handle customers' requests and complaints logged on iServe in a quick and efficient manner and ensure customers are satisfied with the response and service provided.
• Raise awareness on iServe amongst CBD staff and customers and drive utilization of the platform.
• Promote the correct approach for logging queries and requests on the platform and not writing directly to back-office functions by customers and front-office staff.
• Ensure effective coordination with other departments across the bank including Products, Sales, Operations, Trade, Credit, Clearing, Payments, Relationship Management, Branch Network etc. to help answer and close customers' requests and issues.
• Drive a self-service approach with customers through use of our CESD Knowledge Base. Through guiding customers to use self-service options, we can drive greater efficiency and capacity.
• Help maintain and enhance the CESD Knowledge Base by listening to customer feedback and requests and preparing appropriate guidance to support the customer.
• Use other bank systems including Operational Remedy and IT Remedy System to raise customers' requests to other departments across the bank within Operations and IT.
• Adept usage and navigation of CBD's systems (FCC, FCDB, CRM, DDS, FTS amongst many others, 25+ systems) to ensure that cases are responded to within our team and without referring to other departments across the bank.
• Ensure iServe cases are always kept fully up to date, with the latest status and information from the customer to ensure accuracy of customers' information.
• Help identify potential product and process enhancements in line with the requests and complaints being received via iServe and effectively coordinate with other departments such as Products and Operations to implement these enhancements.
• Prepare daily, weekly and monthly reports relating to iServe to share with the Team Leader.
• Support customers in onboarding onto CBD's products and services by providing the necessary forms and guidance on filling out these forms, including digital submission of eForms.
• Hand out relevant digital leaflets and flyers to customers to promote CBD products and services which are relevant for them.
• Advise customers on digital solutions provided by CBD and how these could help the customer's organisation.
• Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms.
• Effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments.
• Help customers to update their registered contact details as required to ensure they are able to use the iServe platform.
• Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling.

Service & Quality

• Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
• Proficiently deal with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
• Log all complaints received from customers on the CRM for routing to the Complaints Handling Unit.
• Remain fully updated on Bank's policy and procedure, products and services to ensure prompt quality service to clients.
• Record all ideas and suggestions provided by customers on CRM for further analysis and action.

People

• Take active interest in self-development and competencies to hold higher responsibilities.
• Ensure smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.

Requirements

Education and Experience

• University graduate, preferably in commercially oriented discipline.
• 4-6 years of experience would be preferred.
• Familiarity with banking technology applications such as CRM, payment platforms, host-to-host (H2H) integrations, and operational process activities, etc.