Officer - Customer Experience

Job Title: Officer - Customer Experience Core Functions/Duties: · To provide excellent customer service in any assigned Al Fardan Exchange branch. · To attend 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 payment against his/her amount to be remitted. Cross selling of AFEX products & services. · To answer customer complaints, branch detail enquiries, transaction enquiries, rate enquiries, conversion. · To gain maximum knowledge about product & services and deliver services within · To perform a role of marketing & sales executive during off-peak business hours. · Responsible for developing & increasing own nationality corridor business as well as other corridors in general. · To generate end of the day report as well as daily & weekly sales record. · Attend duty on-time and do not leave service desk unattended. To follow official working hours & shift timing and weekly-off roaster decided by the Branch Manager as per branch business/ operational requirements. Be available during opening & closing of the branch. · To provide information about existing or new or additional services to customers. · Read official email received from different department regularly & ensure its implementation. · Provide excellent customer service to all customers (greet & smile). Deal with all customers politely & courteously - Do not argue with customer at any time. · To maintain records, prepares reports and performs work processing assignments & related clerical duties. · To give information to customer about different modes of transaction, rates for different transaction/prices, · To give information on local promotions & activities and other info that provides valuable service to our customers. · To make sure that all the required tools are available in the branch and inform the BM or the concerned dept for the same. e.g., flyers, posters, forms etc. · To contribute towards branch cleanliness. · To promote cross selling, inform the customers about other related products and contribute towards branch business development. · Inform the line management and/or utilize hotline to report whistleblowing incidents. · Respond to the ringing phone lines. Capturing customer details properly and taking ID details. · Comply & follow AML & KYC policies and procedure as per guideline given by central bank of UAE. · Comply AFEX general business operational policy & procedures. · Receiving local cash & foreign currency as & when required / perform activity of 1 W cashier. · Turning complaints into opportunities. Comply AFEX general business operational policy & procedures. · Responding to all requests for information/enquiries quickly. · Managing customer complaints and ensuring timely closure with proper communication with the customer · To enhance skill & knowledge about product & services by attending training & development program regularly · Perform product & services promotional & sales activities in the branch. Visit nearby customers & sale them our product & services and contribute in achieving branch as well as individual target set by Br. In-charge. · Wearing proper uniform throughout branch working hours & perform a role of concierge or lobby assistance. Each branch has a dedicated Branch Due Diligence Officer (BDDO) who reports directly to the Branch Manager. This individual is responsible for the execution and implementation of financial crime controls which are operated within the First Line of Defense (FLOD). Any task which requires Compliance intervention must be escalated to the Compliance Dept for action to avoid any conflict of interest. If you are assigned the role of the BDDO, you will be responsible for the following are additional tasks: · Assist the Branch Manager with the execution and implementation of regulations issued by the Central Bank of the UAE and internal AML/CFT policies and procedure. · Monitor all new and existing customer registration modification details for the branch on a daily basis, and take initiative to correct the same as per AFEX internal 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 corporate transactions performed at the branch and verify the correctness of the document (RVF and other supporting) as per the AFEX internal AML/CFT policies and procedure 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 timely escalation and actions (e.g. approvals, transaction release related matters). · Assist Branch Manager/ manager in charge and other members of the branch to identify potential suspicious cases and make sure the case is reported to compliance without delay. · Submit the BDDO Checklist with complete details in AFEX Online on a daily basis and store all supporting evidence. Qualifications, Capabilities and Knowledge: · Graduate in any discipline · Min. 2-3 years of exchange industry / Financial Institution / Service industry experience (working either in front office or back office) as customer service agent. · Should have exp. in handling customer complaints and resolving it within stipulated time frame. · Punctuality, Commitment, Accountability, a Good Team worker · Computer Skills & Typing speed Competency Requirements: · Excellent Communication skills & Ability to work under pressure · Able to maintain customer confidentiality · Technical expert in computer applications · Excellent Typing skills, multi-tasking skills. · To respond in a controlled and pleasant tone even during difficult situations. · Ready to work in 7 days a week & multiple shift & rotations.