Universal Banker RBU- Dubai Internet City 41 Retail Banking Group

To perform and handle all Non financial transactions in risk free manner while maintaining the set service standards at all times. Primary responsibility will be also to operate in the new Model of the Branches & cater to Sales, Service & Transaction support to the existing and NTB customers.

• managing customer expectation for each interaction.
• Minimize customer attrition and reduce liability & service application rejections.
• Customer acquisition through sales to walk-ins and through tracking the activities viz. Contacts to Appointments kept and Appointment kept to Sales.
• Take ownership of customer complaints and take them to resolution.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
  
  

• Ensure compliance to policies and processes targeting “Zero” operational losses.
• Improve on service levels at the branch and take ownership of customer complaint for resolution.
• The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.
• UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.
• The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client’s business to achieve PB, BB & MG objectives.
  
  

• The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).
• UBO has to deal with all non financial transactions problems
• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.
• UBO has to log every customer complaint, inquiries and forward to CCU.
• Ensure to leave positive experience to all customer who is part of Net promotor score system
  
  

• The UBO will be empowered to take decision on financial and non-financial issues of the customer (i.e. financial empowerment for waivers of charges on customer account).
• UBO will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.