Job Summary

A FAB Service Champion is responsible for providing exceptional service and support to customers visiting the branch. Key responsibilities include; welcoming customers, engaging with customers to understand their reason for visiting and whether their request can be fulfilled digitally, guiding and educating customers on the services and products offered by FAB as well as generating leads when the opportunity avails.

A FAB Service Champion fosters and builds upon our ‘Customer First’ culture, goes the extra mile through each customer interaction to fully understand and proactively meet customer needs and expectations. A FAB Service Champion will collectively work and collaborate with the wider branch team to enhance overall customer experience and share best practices.

A FAB Service Champion will also support shrive digital migration, guiding customers to self-service channels, as and when relevant. They are responsible for building and fostering a digital culture within branches in offering and educating customers on digital services available.

Key Responsibilities

Customer Service: Welcome all customers visiting the branch, creating a welcoming ambiance and building a positive first impression. Information and Queries: Engage with customers to understand their reason for vising the branch and support with their request including but not limited to; deposits, withdrawals, clearing cheques, demand draft, e-statements, banking letters, foreign exchange etc. Assist and provide guidance on queries related to accounts, credit cards, loans, e-dirham and fixed deposits etc. and other customer related documentation. Ensure Accurate Information is Given to Customers at All Times to Capture Potential Leads.

Following Customer Obsessed Methodology to Ensure High Level of Customer Experience at All Times With Zero Customer Complaint.

Online and Mobile Banking: Direct customers to FAB Mobile, if the service request is available on Mobile Banking. Educate customers on FAB Mobile, highlighting the benefits of using the app and the key features and services available at the customer’s fingertips – over 160 banking services available on the app. ATMs and CDMs: Direct customers to ATMs and CDMs, if the service request is available ib ATMs and CDMs. Educate customers on the punctualities of ATMs and CDMs, highlighting the benefits of using these channels and the key features and services available at the customer’s fingertips – including updating EID, mobile number, email address, cash deposits and withdrawals and cheque deposits etc. Lead Generation: Ensure assigned referral target is met by having full product and service knowledge, providing accurate information to customers at all times and capturing potential leads through various cross-sell methods. NPS: Ensure assigned NPS target is achieved by representing FAB values and closely following FAB’s “Customer First” policy, to ensure excellent customer service and experience at all times, with minimal customer complaints. Revenue: Ensure no leakage in income while processing transactions. Generate leads as and when the opportunity avails. Manage 100% error free transactions, closely following compliance, audit, risk, and transaction process and policies. Professional Interaction With Colleagues, Internal Stakeholders and Other Dept/Units in FAB. Ensure Timely Completion of Mandatory Trainings. Ensure customer information and documents are handled securely adhering to FAB’s Information Security Policy closely. Ensure respectful and collective collaboration with branch colleagues and other internal stakeholders. Ensure all duties and responsibilities assigned by the branch management are met. Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.

CB Regulations.

Authorized to take decisions as per the approved authorization matrix.

Requirements / Qualifications

Essential Qualifications High School graduated. Detail-oriented with a mind for numbers. Ability to maintain high level of confidentiality. Knowledge of customer service principles. Relevant computer skills. Essential Experience 2 years’ relevant experience in banking sector. Familiarity with bank products, customer experience and related policies and procedures.