Service Officer - UAE National

Job description / Role

Job Purpose:

Provide effective services to the Corporate, Commercial and Business Banking customers by acting as the key point of contact for enquiries and requests received through emails or from walk-in clients

Principal Accountabilities:

Work Management

Establish good liaison with related departments for executing Corporate, Commercial, and Business Banking customer transactions within defined TAT. (Dependency on other depts. to be reduced and maximum queries to be resolved at service desk).

Ensure that all queries received at the Branch Service Desk are attended and handled effectively and efficiently. Provide necessary guidance/ advice to the customer after collecting information from various systems or unit.

Respond to emails received at the Service Support Desk within the agreed SLAs and ensure timelines are adhered to all times. For emails received after the cut-off, the same must be attended to on the next working day.

Comply with the laid down policies & procedures of the bank that includes the bank's Data Security Framework for information exchange and customer handling.

Act as first point of contact in understanding customer's requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status and any transaction related reports etc.

Receive original applications/documents from clients and process the requests as per the laid down procedures). Original docs to be forwarded to the respective teams as per SOP.

Receive transaction requests / trade documents and scan/validate the applications for further processing by respective departments as per Standard Operating Procedures with necessary follow-up till end to end completion of transactions.

Maintain full custody of all original documents, with proper record for easy tracking and delivery of same to clients with proper acknowledgement and file as per procedure.

Providing outstanding statements for Trade and Bank account statements as per SOP based on customer request and authentication.

Work within the SLA and keep Customers informed of expected completion date and status and timelines for exceptions.

Ensure inter branch mail are forwarded using inter branch /Trade Finance mail registers / Empost, obtain acknowledgement and file as per procedure.

Responsible for recording, documentation and closure of queries and requests routed through the Service Desk.

Responsible for delivery of cheque books, safe keeping and physical balancing as per current SOP.

Responsible for delivery of Trade applications/documents, safe keeping and physical balancing as per current SOP.

Responsible for daily reconciliation of requests received with acknowledgement from units to which they have been routed.

Ensure customers are served within set SLA for customer handling.

Ensure timely archival of cheque book, cheque return and other reports.

Where applicable log all complaints received at the Service Desk on CRM for routing to the Complaints Handling Unit.

Remain fully updated on Bank's policy and procedure, products / services to ensure prompt quality service to clients.

People

Take active interest in self-development & competencies to hold higher responsibilities.

Proactively assist other team members and ensure that the day's tasks are completed prior to the day's closure

Identify areas of self-development in line with the Bank's competency guidelines, prepare and agree action plan in agreement with the supervisor.

Maintain the spirit of CODE by supporting the PBG & WBG teams and Back Office Units as and when required.

Requirements

Requirements

Education and Experience:

Graduate, preferably in commercially oriented discipline or Higher Secondary education with recognized diploma in Banking

3 - 4 years of experience 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.