Digital Service Specialist

Job description / Role

The job holder is expected to make qualitative contributions in terms of rendering excellent service to customers though face to face interactions through the Video channel to differentiate ADCB from our competitors for the new Digital Financial centres.

- Ensure to resolve customer’s requests in a timely and professional manner for account opening, credit card and loan processing and service requests within defined SLAs
- Complete account opening, Credit card and Loan processing in the respective systems and service requests through ITQAN while interacting with the customer across the Smart KIOSK.
- Ensure full awareness of all products provided and is constantly updated on all changes and amendments on product features, procedures and processes.
- Conduct KYC of the customers before account opening and credit checks before credit card and loan processing as per defined procedures of the bank.
- Promote ADCB products by providing consistent, Accurate and transparent information to customers.
- Maintain and update the prescribed reporting (MIS) as required.
- Coordinate with Credit /CAD/Branches/Compliance on follow up on service requests and loans and accounts processed
- Prepare MIS and share it with the management on daily submission/booking data.
- Consolidate and compile weekly/daily/monthly MIS for the unit.
- Ensure NPS targets are met for all interactions
- To ensure existing processes are followed, reviewed & documented to suit business needs and audit purpose continuously.
- To ensure realistic commitments are made to customers and render them excellent service to differentiate ourselves from the competition.
- To ensure team abides by general guidelines set by the management.
- To provide full range support to senior management on special projects.
- To cater to audit requirements of the team.
- To ensure in the event of any complaints wherever needed and the same is addressed within a reasonable time period.
- To maintain a thorough familiarity of banks procedures.
- Tracking each individual’s performance through the MIS reports,
- Ensure each application sourced fulfills all criteria the bank has set, to ensure no deviations from set processes and ensure approval rates are above set standards
- To ensure minimum error rate in document submissions.
- To ensure team members internal requirement is promptly dealt with.
- To ensure NPS targets are achieved on each interaction.
- Ensure basic discipline is maintained through timely reporting to office
- Ensure adherence to dress code and code of conduct
- Ensure strict compliance on documentation is followed as per policy norms.
- Ensure clean and healthy sourcing without resorting to quick-fix measures and fraudulent practices that may affect performance of the portfolio.
- Daily Checking of submissions to manage better approval rates.
- Manage sales and sales related activities for non-reporting teams in case of absence of the respective team leaders – as applicable.

Requirements

- Graduate.
- 2 years in service industry, preferably in banking sector.
- Sound Organisational Skills
- Communication and Negotiation Skills.
- Deadline Management.
- Inter-Personal and Motivational Skills.
- Good computer and numerate skills.
- Willing to be part of a team, grow in the organization.
- Presentable.

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.