Service Officer

DESCRIPTION

Operating in the UAE for over ‎50 years, CBD manages the financial requirements
of some of the largest corporates and businesses operating in the country,
driving the UAE economy. Over the years, CBD has transformed into a
progressive and modern banking institution winning multiple awards for its
digital initiatives, credit cards, bank accounts, mobile app features and
services.

CBD has been recognized as the number one bank in the UAE on the Forbes list
of The World's Best Banks ‎2022.

As we continue to build upon our successes, we are looking for ambitious
individuals who are passionate about the banking and finance industry and the
markets in which CBD operates. Just as important to us is your ability to
demonstrate a talent for dealing with people - your colleagues and our
customers - and delivering service that really goes the extra mile.

Primary responsibilities include but are not limited to:

Provide effective services to the Corporate, Commercial and Business Banking
customers by acting as the key point of contact for enquiries and requests
received through emails or from walk-in clients.

Establish good liaison with related departments for executing Corporate,
Commercial, and Business Banking customer transactions within defined TAT.
(Dependency on other depts. to be reduced and maximum queries to be resolved
at service desk).

Ensure that all queries received at the Branch Service Desk are attended and
handled effectively and efficiently. Provide necessary guidance/ advice to the
customer after collecting information from various systems or unit.

Respond to emails received at the Service Support Desk within the agreed SLAs
and ensure timelines are adhered to all times. For emails received after the
cut-off, the same must be attended to on the next working day.

Comply with the laid down policies & procedures of the bank that includes the
bank's Data Security Framework for information exchange and customer handling.

Act as first point of contact in understanding customer's
requirements/inquiries; provide proper and full information that includes
account statements, transaction advices, transaction status and any
transaction related reports etc.

Receive original applications/documents from clients and process the requests
as per the laid down procedures). Original docs to be forwarded to the
respective teams as per SOP.

Receive transaction requests / trade documents and scan/validate the
applications for further processing by respective departments as per Standard
Operating Procedures with necessary follow-up till end to end completion of
transactions.

Maintain full custody of all original documents, with proper record for easy
tracking and delivery of same to clients with proper acknowledgement and file
as per procedure.

Providing outstanding statements for Trade and Bank account statements as per
SOP based on customer request and authentication.

Work within the SLA and keep Customers informed of expected completion date
and status and timelines for exceptions.

Ensure inter branch mail are forwarded using inter branch /Trade Finance mail
registers / Empost, obtain acknowledgement and file as per procedure.

Responsible for recording, documentation and closure of queries and requests
routed through the Service Desk.

Responsible for delivery of cheque books, safe keeping and physical balancing
as per current SOP.

Responsible for delivery of Trade applications/documents, safe keeping and
physical balancing as per current SOP.

Responsible for daily reconciliation of requests received with acknowledgement
from units to which they have been routed.

Ensure customers are served within set SLA for customer handling.

Ensure timely archival of cheque book, cheque return and other reports.

Where applicable log all complaints received at the Service Desk on CRM for
routing to the Complaints Handling Unit.

Remain fully updated on Bank's policy and procedure, products / services to
ensure prompt quality service to clients.

Take active interest in self-development & competencies to hold higher
responsibilities.

Proactively assist other team members and ensure that the day's tasks are
completed prior to the day's closure.

Identify areas of self-development in line with the Bank's competency
guidelines, prepare and agree action plan in agreement with the supervisor.

Maintain the spirit of CODE by supporting the PBG & WBG teams and Back Office
Units as and when required.