12 Oct
Abu Dhabi Islamic Bank PJSC
Dubai
Role: Senior Customer Service Officer- Accounts Services
Location: Dubai
Role Purpose:
The role of Accounts Services - Account Opening & Maintenance of WBG/FI Support Services is to ensure centralized services for Customer On-boarding and account maintenance provided to the highest level of quality and performance.
To work with internal stakeholders & services Head, to develop and maintain Accounts services.
Key Accountabilities of the role:
1. Review of Account opening documentation and Account maintenance requests received from RM & Customer and ensure that account opening documentation is in compliance with ADIB’s Policy and Procedures.
2. Prompt & Efficient Coordination with Legal, Compliance,
Sharia and Operations in opening accounts & Account maintenance.
3. Issuance of Special Cheque to be ordered with TAT and in accordance with ADIB’s Policy and Procedure.
4. Establish and maintain the ADIB-wide Corporate online channel (e-ADIB) customer activation process.
5. Maintaining inventory & control of Vasco Card for e-ADIB WBG Customers.
6. Identify process/system issues and work with support team to improve.
7. Handle Public Sector customers UAE-wide to cater to day-to-day customer needs.
8. Maintain accuracy and efficiency.
9. MIS - Quality and reliability of reports weekly, monthly as and when required by Senior Management.
10. Educate customers on account opening & maintenance.
11. Strictly follow ADIB’s Policy & Procedures, Central Bank’s Circulars and ADIB’s Compliance Requirement.
12. Take corrective actions wherever required to fix the gaps, if any, in the day-to-day processing.
13. Always maintain confidentiality.
14. Handle and personalize service to escrow-related customers and authorities.
15.
Visit customers and the relevant authorities for new regulatory updates and maintain business relationships & submit call reports.
16. Oversee all matters related to daily processes and transactions in coordination with the escrow operations unit and liaise with other departments where required.
17. Manage all escrow client complaints within the agreed time frame.
18. Maintain the interface with authorities and clients and act as a coordinator and escalation point for parties involved.
19. Coordinate and educate customers with escrow-related payments and relay to the concerned department.
20. Familiarize with institutional policies/procedures.
21. Keep track of all incoming and outgoing transactions of escrow and create monthly MIS and audit-related reports.
22.
Assist in the coordination and support of audits and examinations.
23. Complete required training, resulting in understanding of all processing systems and procedures.
Specialist Skills / Technical Knowledge Required for this role:
1. Cultural sensitivity and adaptability.
2. Interpersonal and relationship skills - must have an ability to develop and sustain executive-level relationships as well as internal organization relationships across a variety of roles and levels.
3. Written and superior oral communication skills (applied in both in-person and phone interactions).
4.
Presentation and facilitation skills (applied in both in-person and phone interactions).
5. Knowledge of principles for providing customer service.
6. Sound knowledge of Account opening and Account maintenance.
7. Possess sound experience in Account Services, Escrow Services, and Escrow rules & regulations.
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