Officer - Customer Experience

0 - 6 Years

Full Time

Job Description

• To provide excellent customer service in any assigned Al Fardan Exchange branch.
• Toattend customers for all business transactions available with AFEX.

• Attending customers for making remittance transaction / telex transfer /electronic transfer, currency exchange, etc.
• After entering the details re-directing customer to the cashier for the paymentagainst his/her amount to be remitted. Cross selling of AFEX products &services.
• Toanswer customer complaints, branch detail enquiries, transaction enquiries,rate enquiries, conversion.
• To gain maximum knowledge about product & services and deliver services within
• Toperform a role of marketing & sales executive during off-peak business hours.
• Responsible for developing & increasing own nationality corridor business as well as othercorridors in general.
• Togenerate end of the day report as well as daily & weekly sales record.
• Attend duty on-time and do not leave service desk unattended. To followofficial working hours & shift timing and weekly-off roaster decided by the Branch Manager as per branch business/ operational requirements. Be availableduring opening & closing of the branch.
• Toprovide information about existing or new or additional services to customers.
• Readofficial email received from different department regularly & ensure its implementation.
• Provide excellent customer service to all customers (greet & smile). Dealwith all customers politely & courteously
  - Do not argue with customer atany time.
• To maintain records, prepares reports and performs work processing assignments& related clerical duties.
• Togive information to customer about different modes of transaction, rates for different transaction/prices,
• Togive information on local promotions & activities and other info that provides valuable service to our customers.
• Tomake sure that all the required tools are available in the branch and informthe BM or the concerned dept for the same. e.g., flyers, posters, forms etc.
• To contribute towards branch cleanliness.
• Topromote cross selling, inform the customers about other related products and contribute towards branch business development.
• Inform the line management and/or utilize hotline to report whistleblowingincidents.
• Respond to the ringing phone lines. Capturing customer details properly andtaking .
• Comply & follow AML & KYC policies and procedure as per guideline givenby central bank of UAE.
• Comply AFEX general business operational policy & procedures.
• Receiving local cash & foreign currency as & when required / performactivity of 1 W cashier.
• Turning complaints into opportunities. Comply AFEX general business operationalpolicy & procedures.
• Responding to all requests for information/enquiries quickly.
• Managing customer complaints and ensuring timely closure with proper communication with the customer
• Toenhance skill & knowledge about product & services by attending training & development program regularly
• Perform product & services promotional & sales activities in thebranch. Visit nearby customers & sale them our product & services and contribute in achieving branch as well as individual target set by  .In-charge.
• Wearing proper uniform throughout branchworking hours & perform a role of concierge or lobby assistance.

Each branch has adedicated Branch Due Diligence Officer (BDDO) who reports directly to the Branch Manager. This individual is responsible for the execution and implementation of financial crime controls which are operated within the First Line of Defense (FLOD). Any task which requires Compliance intervention must beescalated to the Compliance Dept for action to avoid any conflict of interest.