Officer- Product Support

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

• Responsible for resolving issues by liaising with Tech and Product teams.
• Supporting Marketing and Business Development teams
• Act as a general point of contact on emails, social media platform in order to answer questions, solve problems and troubleshoot for the customers.
• Ensure customer communication for issue solving and all relevant information’s.
• Responsible to validate customer details and identify based on daily cases.
• Ensure relevant and timely MIS & needed reports available to provide daily, weekly and monthly about customer interactions
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Maintain regular monitoring of financial transactions flow.
• Handle fraudulent transactions & reversal requests.
• Managing overall customer satisfaction & complain reducing
• Supporting other Tasks provided by FAB management for work continuous
• Handle service request, NPS and efficiently handle micro finance (Money on demand loan) related activities.
• Meet individual performance targets such as complete task on time, average handle time, and customer satisfaction ratings
• Maintain up-to-date knowledge of products, services, promotions, and company policies
• Collaborate with team members to ensure consistent service delivery
• Maintain accurate records: Keep detailed records of financial transactions and maintain organized filing systems.
• Handle negative balance and recovery process
• Handle sanction cases
• Validate the reconciliation report and pass the adjustment on daily basis.
• In charge for bulk file uploads
• Collaborate closely with cross-functional teams to ensure timely resolution.
  
  

Minimum Qualification

• Graduate in any discipline

Minimum Experience

• 7 years’ relevant experience in the banking sector with at least 3 years in similar positions.