Customer Service & Support Jobs in Abu Dhabi, United Arab Emirates (Now Hiring) — 384 open — Page 9

Role       : Escrow Services Senior Officer 
Location : Dubai                           

Role Purpose:
 

To work with internal & external stakeholders, regulatory authorities & department head, to develop and maintain escrow services.   

The role of Escrow Services is to ensure centralized services provided to the highest level of quality and performance
    
Key Accountabilities of the role      

 

1. Visiting customers and the relevant authorities for new regulatory updates and maintaining business relationships & submitting call reports. 

2. To oversee all matters related to daily processes and transactions in coordination with escrow Operations unit and liaise with other departments where required. 

3. Handle and personalize service to escrow related customers and authorities.

4. To manage all escrow client complaints within agreed time frame.

5. Maintaining the interface with authorities and clients and acting as a coordinator and escalation point for parties involved. 

6. Coordinate and educate customers with escrow related payments and relays to the department concerned.

7. Familiarize institutional policies / procedures.

8. Keeping track of all incoming and outgoing transactions of escrow and creating monthly MIS and audit related reports.

9. Submit all mandatory reports monthly & quarterly to the regulatory authorities.

10. Assist in the coordination and support of audits and examinations.

11. Complete required training, resulting in understanding of all processing systems and procedures.

12. Identify process/system issues and work with support team to improve.

13. Handling customers UAE-wide to cater day-to-day customer’s need.

14. Maintain accuracy and efficiency.

15. MIS - Quality and reliability of reports weekly, monthly as and when required by Senior Management

16. Strictly follow ADIB’s Policy & Procedures, Central Bank’s Circulars and ADIB’s Compliance Requirement.

17. Take corrective actions wherever required to fix the gaps, if any, in the day-to-day processing.

18. Review of escrow Account opening documentation and Account maintenance request received from RM & Customer and ensure that account opening documentation are following ADIB’s Policy and Procedures.

19. Prompt & Efficient Coordination with Legal, Compliance, Sharia and Operations while handling escrow transactions. 

20. Participate in establishing and implementation of escrow system, enhancements, projects support, etc. 

21. Always maintain confidentiality.

22. Handle escrow agreements (review, secure approvals, customer concurrence and signoff) for the new onboard escrow projects/account

Specialist Skills / Technical Knowledge Required for this role:
 

• Bachelor degree or equivalent in a relevant subject (business, finance or marketing) In addition, Professional / Technical qualifications/Diplomas on related subjects.

• Cultural sensitivity and adaptability

• Interpersonal and relationship skills - must have the ability to develop and sustain executive-level relationships as well as internal organization relationships across a variety of roles and levels.

• Written and superior oral communications skills (applied in both in-person and phone interactions). 

• Presentation and facilitation skills (applied in both in-person and phone interactions).

• Knowledge of principles for providing customer service. 

• Possess sound experience in Escrow rules & regulations