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Job Descrption

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:
• 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.
• Prompt & Efficient Coordination with Legal, Compliance, Sharia and Operations in opening accounts & Account maintenance.
• Issuance of Special Cheque to be ordered with TAT and in accordance with ADIB’s Policy and Procedure.
• Establish and maintain the ADIB-wide Corporate online channel (e-ADIB) customer activation process.
• Maintaining... inventory & control of Vasco Card for e-ADIB WBG Customers.
• Identify process/system issues and work with support team to improve.
• Handle Public Sector customers UAE-wide to cater to day-to-day customer needs.
• Maintain accuracy and efficiency.
• MIS - Quality and reliability of reports weekly, monthly as and when required by Senior Management.
• Educate customers on account opening & maintenance.
• Strictly follow ADIB’s Policy & Procedures, Central Bank’s Circulars and ADIB’s Compliance Requirement.
• Take corrective actions wherever required to fix the gaps, if any, in the day-to-day processing.
• Always maintain confidentiality.
• Handle and personalize service to escrow-related customers and authorities.
• Visit customers and the relevant authorities for new regulatory updates and maintain business relationships & submit call reports.
• Oversee all matters related to daily processes and transactions in coordination with the escrow operations unit and liaise with other departments where required.
• Manage all escrow client complaints within the agreed time frame.
• Maintain the interface with authorities and clients and act as a coordinator and escalation point for parties involved.
• Coordinate and educate customers with escrow-related payments and relay to the concerned department.
• Familiarize with institutional policies/procedures.
• Keep track of all incoming and outgoing transactions of escrow and create monthly MIS and audit-related reports.
• Assist in the coordination and support of audits and examinations.
• Complete required training, resulting in understanding of all processing systems and procedures.

Specialist Skills / Technical Knowledge Required for this role:
• Cultural sensitivity and adaptability.
• 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.
• Written and superior oral communication skills (applied in both in-person and phone interactions).
• Presentation and facilitation skills (applied in both in-person and phone interactions).
• Knowledge of principles for providing customer service.
• Sound knowledge of Account opening and Account maintenance.
• Possess sound experience in Account Services, Escrow Services, and Escrow rules & regulations.
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