Specialist- Channel Support (UAE National only)

JOB PURPOSETo respond to incoming client calls to address their queries and concerns providing guidance regarding channels and inquiries on transactional services ensuring the prompt and accurate resolution of client issues and requirements resulting in client satisfaction.ACCOUNTABILITIESInternal CollaborationCo-ordination with all departments including Product Channels Operations Client Services and Coverage partners to maximise service deliveryTechnical Client ServicesRespond to and resolve client queries professionally via emails and calls. Appropriately address inquiries ensuring client satisfaction while escalating complex issues to the Head of Channel SupportProvide guidance to clients on issues pertaining to their transactional servicesStrive to handle and resolve client complaints regarding FAB services and identify priority situations that need to be escalated to the Head of Channel SupportCreate and update the database recording call details comments inquiries complaints and actions taken for future referenceResponsible for training and support of clients on electronic banking platformUse client feedback and reported issues to identify Channel proposition gaps and enhance overall client experienceComplianceAdhere to SOPs and compliance procedures during all forms of client interaction to protect FABs interestsContinuous ImprovementIdentify opportunities for continuous improvement of systems processes and practices while considering international leading practice improvement of business processes cost reduction and productivity improvementPolicies Systems Processes & ProceduresFollow all relevant departmental policies processes standard operating procedures and instructions so that work is carried out in a controlled and consistent mannerManagement Information System ReportsAssist in the preparation of timely and accurate departmental statements and reports to meet FABs and sub-department requirements policies and standards.QUALIFICATIONSKnowledgeSolid understanding of documentation interdependencies between account structures payments collection and electronic banking solutionsGood knowledge of Microsoft applicationsFair understanding of administrative functionsLanguage proficient: fluent (business) EnglishKey AttributesA self-starter motivated with aptitude and willingness to undertake self-learningAble to handle confidential informationHigh standards on accuracy and completenessTenacity and follow-through on agreed action itemsTaking initiativeMust demonstrate a keen interest to learn the business and its processes in order to best support management the teams and clientsExperience3 years of experience in a Technical Client Services environment within the banking or financial sector.SkillsGood communication skillsGood organizational and planning skillsHigh level of interpersonal skillsProblem solving skillsTeam playerAbility to manage high workload within a pressurized environmentStrong work ethic willingness to take a hands on approachEducationRelevant Degree in business finance administrative related field or equivalent.Remote WorkNoEmployment TypeFull-time#J-18808-Ljbffr