Senior Officer, Customer Service

Job Title

Senior Officer, Customer Service

Abu Dhabi
• Onsite

Meet and Greet NHL Customers, Provide extensive customer services to NHL customers in a professional and customer centric approach. Support the Branch Assistant Manager/Branch Manager in Day to Day operations whilst processing error free transactions in a timely manner.

• Provide assistance in supporting the Branch Manager / Assistant Manager on implementing change initiatives.
• Ensure processing error free transactions in a timely manner.
• Encourage the customer to use the digital platforms (NHL App) to improve service efficiency/experience and educate the customer how to use the APP.
• Receive and process customer requests within the predefined timelines.
• Generate leads/referrals from NHL walk-in customers and route to Islamic branches.
• Respond to all customer and operations related queries that are routing through other channels within the predefined timelines.
• Up to date product knowledge and processes with respect to NHL.
• Customer needs to be served within the predefined average service time frame 10min.
• Agree on assigned targets with the Branch Manager / Assistant Manager.
• Engage with the customers who are waiting for their turn and treat the customers in professional manner.
• Ensure proper record control maintenance for customer related documents, signed agreements, etc. as per FAB guidelines and defined SOP’s.
• Accept customer requests such as Account Opening, all type of Account Maintenance and File Completion.
• Ensure customer satisfaction level is maintained.
• Ensure to verify all documents and customer’s signatures.

• Bachelor’s degree in Accounting or related discipline.
• 5 years’ relevant experience in the banking sector. Familiarity with bank products and related policies and procedures.