Corporate Service Specialist

JOB PURPOSE

To provide end-to-end client services to assigned WBG clients providing support to the coverage teams to ensure optimum efficiency and client engagement in-line with the ADCB Corporate Identity and Service Standards

ACCOUNTABILITIES

Client Services: Respond to client queries and complete financial/trade related transactions, as applicable, for clients within agreed turnaround times to ensure service provided is in line with service quality standards and bank policies and procedures Advise, guide and encourage clients to use various digital and self-service channels in order to increase utilisation rates

Coverage Team Support: Provide the coverage teams with the support needed to ensure the client experience is well managed in order to achieve a positive feedback on the clients experience with ADCB

Alternative Channels Support: Resolve issues related to alternative channels offered to clients (Cash Management or Trade as applicable), undertake training sessions with the clients in order to propose the best solution to meet their needs and to ensure efficient use of the channels

Account Opening and Maintenance: In collaboration with the coverage teams, manage the end-to-end process of new to bank and existing client’s bank account opening needs to ensure required standards and turnaround times are met

Manage the client experience for all service and maintenance requests on accounts and for cash management services to ensure their requirements are fully met

Report Consolidation: Coordinate and consolidate internal reports to support assigned business area in preparation for meetings

Administration: Create internal memos and customer letters to track and follow up on departmental documentation so as to support relationship managers in ensuring service standards, and adherence to policies and procedures

Policies, Processes, Systems and Procedures: Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders

Self-Management: Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance

Customer Service: Demonstrate the ADCB Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions

EXPERIENCE, QUALIFICATIONS & COMPETENCIES

Minimum Experience: At least 2 years of experience in banking working in sales and service environment for a financial institution or Trade Operations or services

Minimum Qualifications: Bachelor’s Degree in Business, Accounting or Finance or equivalent

Knowledge and Skills:

Customer centricity

Proficiency in Microsoft Office (Word; Excel and

PowerPoint)

Knowledge of core banking systems

Customer service orientation

Analytical skills