Customer Service Advisor (UAE National )

Job description / Role

About CBD

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.

Job Purpose

Responsible for addressing customer needs, queries, and complaints in an accurate and timely manner.

Principal Accountabilities

Work Management

• Act as the first point of contact in understanding customer's requirements, queries, and assist walk-in customers to select appropriate service.
• Ensure to serve the customer with a token and encourage customers to use our digital channels.
• Ensure to provide customer statements and letters within TAT.
• Receive customer requests through Operational CRM eForms and KOFAX and execute for next steps with required original documents.
• Account maintenance activities (Emirates ID update, passport update, contact details update, etc.).
• Remittances (smart form and manual form).
• Standing order.
• Trade finance service documents.
• Special cheque book requests.
• Cheque book delivery and returned cheque book handling (in non-centralized branches).
• Returned cheque process handling.
• Stop payment instructions and execution.
• CDM and ATM cash dispute.
• Locker visit and maintenance.
• Contact details update.
• Statement request.
• Trade license update.
• PDC removal request.
• Support PSAs for the onboarding and/or selling of products to new and existing customers which include products such as CASA, deposits, loans, and credit cards, using the relevant systems in the branch.
• Ensure that all product applications are filled accurately, within the agreed timeframe, and all the required documents are obtained and information entered correctly in the system to avoid rework.
• Ensure that all customer applications submitted through the system are within CBD policy guidelines.
• Proactively call existing and new customers and make agreed target number of appointments per week to review customer needs and make sales of other suitable CBD products.
• Review customer's database and explore opportunities for the sales of other suitable CBD products.
• Attend all relevant sales and service meetings (as appointed) to review performance and share best practice ideas.
• Register customers visiting the safe deposit locker, verify signatures, and accompany customers to the vault to facilitate locker access.
• Receive, register, and maintain a balance report on a daily basis against the physical stock (cheque books, credit cards, debit cards, returned cheques, etc.) held with BOM (under dual custody).
• At the end of the day, balance all the Kofax and eForm items with a report and forward to CAU with acknowledgment.
• Help business segment customers with handling their account-related service requests and account opening needs.

Service and Quality

• Proactively help customers to reduce their waiting time.
• Ensure customers are onboarded (new accounts) and served within prescribed SLAs.
• Ensure that all customer problems, complaints, and queries are handled efficiently and according to standards and high levels of service quality using the Operational CRM System.

Requirements

Education and Experience

• Graduate, preferably in a commercially oriented discipline or diploma in business or finance related subjects.
• 3 to 4 years of experience in branch banking would be preferred.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.