Officer - Customer Experience

0 - 6 Years

Full Time

Job Description

Job Title: Officer - Customer Experience

Core Functions/Duties:

• To provide excellentcustomer service in any assigned Al Fardan Exchange branch.
• Toattend customers for all business transactions available with AFEX.

Duties & Responsibilities

• Attending customers for making remittance transaction / telex transfer /electronic transfer, currency exchange, etc.
• After entering the details re-directing customer to the cashier for the paymentagainst his/her amount to be remitted. Cross selling of AFEX products &services.
• Toanswer customer complaints, branch detail enquiries, transaction enquiries,rate enquiries, conversion.
• To gain maximum knowledgeabout product & services and deliver services within
• Toperform a role of marketing & sales executive during off-peak businesshours.
• Responsible fordeveloping & increasing own nationality corridor business as well as othercorridors in general.
• Togenerate end of the day report as well as daily & weekly sales record.
• Attend duty on-time and do not leave service desk unattended. To followofficial working hours & shift timing and weekly-off roaster decided by theBranch Manager as per branch business/ operational requirements. Be availableduring opening & closing of the branch.
• Toprovide information about existing or new or additional services to customers.
• Readofficial email received from different department regularly & ensure itsimplementation.
• Provide excellent customer service to all customers (greet & smile). Dealwith all customers politely & courteously - Do not argue with customer atany time.
• Tomaintain records, prepares reports and performs work processing assignments& related clerical duties.
• Togive information to customer about different modes of transaction, rates fordifferent transaction/prices,
• Togive information on local promotions & activities and other info thatprovides valuable service to our customers.
• Tomake sure that all the required tools are available in the branch and informthe BM or the concerned dept for the same. e.g., flyers, posters, forms etc.
• Tocontribute towards branch cleanliness.
• Topromote cross selling, inform the customers about other related products andcontribute towards branch business development.
• Inform the line management and/or utilize hotline to report whistleblowingincidents.
• Respond to the ringing phone lines. Capturing customer details properly andtaking ID details.
• Comply & follow AML & KYC policies and procedure as per guideline givenby central bank of UAE.
• Comply AFEX general business operational policy & procedures.
• Receiving local cash & foreign currency as & when required / performactivity of 1 W cashier.
• Turning complaints into opportunities. Comply AFEX general business operationalpolicy & procedures.
• Responding to all requests for information/enquiries quickly.
• Managing customer complaints and ensuring timely closure with propercommunication with the customer
• Toenhance skill & knowledge about product & services by attendingtraining & development program regularly
• Perform product & services promotional & sales activities in thebranch. Visit nearby customers & sale them our product & services andcontribute in achieving branch as well as individual target set by Br.In-charge.
• Wearing proper uniform throughout branchworking hours & perform a role of concierge or lobby assistance.

Each branch has adedicated Branch Due Diligence Officer (BDDO) who reports directly to theBranch Manager. This individual is responsible for the execution andimplementation of financial crime controls which are operated within the FirstLine of Defense (FLOD). Any task which requires Compliance intervention must beescalated to the Compliance Dept for action to avoid any conflict of interest.

If you are assigned the role of the BDDO, you will beresponsible for the following are additional tasks:

• Assist the Branch Manager with the execution and implementation of regulationsissued by the Central Bank of the UAE and internal AML/CFT policies andprocedure.
• Monitor all new and existing customer registration modification details for thebranch on a daily basis, and take initiative to correct the same as per AFEXinternal AML/CFT policies and procedures if required.
• Educate staff in the Branch on “Know Your Customer” procedures.
• Perform more extensive due diligence for high volume transactions and corporatetransactions performed at the branch and verify the correctness of the document(RVF and other supporting) as per the AFEX internal AML/CFT policies andprocedure on a daily basis.
• Record keeping of the relevant documents (RVF, STR etc.) for the branch.
• Manage all compliance related queries for the branch and ensure timelyescalation and actions (e.g. approvals, transaction release related matters).
• Assist Branch Manager/ manager in charge and other members of the branch toidentify potential suspicious cases and make sure the case is reported tocompliance without delay.
• Submit the BDDO Checklist with complete details in AFEX Online on a daily basisand store all supporting evidence.

Qualifications, Capabilities and Knowledge:

• Graduate in any discipline
• Min.2-3 years of exchange industry / Financial Institution / Service industryexperience (working either in front office or back office) as customer serviceagent.
• Should have exp. in handling customer complaints and resolving it withinstipulated time frame.
• Punctuality, Commitment, Accountability, a Good Team worker

Competency Requirements:

• Excellent Communication skills & Ability to work under pressure
• Ableto maintain customer confidentiality
• Technical expert in computer applications
• Torespond in a controlled and pleasant tone even during difficult situations.
• Ready to work in 7 days a week & multiple shift & rotations.

Job Snapshot

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