Support Officer- Virtual Relationship - Emiratized Role

• Serve as the primary point of contact for commercial banking clients under the virtual relationship management.
• Provide prompt and efficient responses to customer inquiries via phone, email, and video calls.
• Ensure that all clients interaction is managed in line with agreed TAT/SLAs, including response and resolution times.
• Build and maintain strong long-term relationships with clients to understand their business needs and provide tailored solutions.
• Take ownership of customer issues and follow proactively through to ensure resolution. • Maintain clear and professional communication with clients.
• Effectively manage and escalate complex issues to senior management when necessary, ensuring that they are resolved promptly.
• Accurately document client interactions, issues, and resolutions in the CRM system.
• Work with other team members to ensure consistency in service delivery and share best practices.
• Manage service delivery expectation of customers to sustain positive NPS score and minimize NPS detractors in the managed portfolio.

• Ensure all client service requests are attended (financial & non- financial,) are completed within agreed service-level agreements (SLAs).
• Follow-up with supporting units to ensure proper follow-up on client's service request (SR).
• Obtain customer information and reply to AML/STR alerts raised on assigned accounts within the assigned approved Turnaround time (TAT)
• Track and monitor requests to ensure accurate and efficient completion, troubleshooting issues as they arise.
• Act as a liaison between various departments (e.g., CCS Centres, Compliance, Risk, IT, Legal, Treasury, and Operations) to ensure client requests are addressed in line with FAB policies and regulatory requirements.
• Ensure that all service operations are conducted in compliance with banking regulations, internal policies, and risk management frameworks.
• Implement procedures to mitigate operational risks and ensure the integrity and confidentiality of client information.

• Work closely with (VRMs) to analyze client portfolios and identify potential sales opportunities.
• Implement strategies to retain and win back the customers leading to the enhancement of client retention rate.
• Identify opportunities to upsell or cross-sell bank products and services to clients. • Generate referrals by referring the client to other commercial banking sales channel for revenue generation product viz TWC, PL assist, FX, investment, Banca, and liabilities.
• Provide clients with information on banking products, services, and market trends.

• Participate in training and development programs to stay current on banking products, services, policies, and procedures.
• Contribute to process improvements to enhance the client experience and operational efficiency.
• Mentor new team members by sharing best practices and providing guidance on handling complex customer interactions.
• Take the accountability for self-learning and professional development in addition to completion of all mandatory trainings.

• High school diploma or equivalent; bachelor's degree in business administration, Finance, or a related field.
• Minimum of 2-3 years of experience in client service within the banking or financial services industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High level of empathy, patience, and a customer-centric approach.
• Technical proficiency with digital communication tools and CRM

First Abu Dhabi Bank