نور الزاهري

Ensure implementation of customer screening through world check & other negative lists
provided by Central bank of UAE across all segments.
• Review account opening requests of high-risk customers & provide clearance.
• Review & closed hits in proprietary tool resulting from daily screening against client’s names
in databases.
• Conducting Due Diligence & KYC quality control for onboarding files, all requisite details.
• Identify, analyze & report suspicious transactions to the FIU of CB of UAE.
• Monitor and research customer accounts and money transfers for Anti-Money Laundering
(AML), sanction screening, negative media alerts, Terms of Service (TOS) violations, Know
Your Customer (KYC), Customer Identification Program (CIP), Enhanced Due Diligence
(EDD).
• Carrying out client due diligence using a wide range of databases and search facilities to
identify PEPs, SIPs and sanctions (including analyzing documents provided by clients and
advising whether further information or enhanced due diligence is required).

Ensure full awareness of all products provided and constantly updated on all changes and amendments on product features, procedures and processes.
• Promote bank products by providing consistent, accurate and transparent information to all customers.
• Achieve sales targets assigned and contribute to the overall achievement of the team
• Maximize on cross selling growth of existing customer base and identify new potential selling opportunities.
• Follow up and close selling / cross selling lead referrals.
• Proactively participate in banks product campaign & promotions.
• Suggest good companies to line manager for listing
• Consistently illustrate high levels of customer orientation and professionalism in day to day conduct.
• Ensure that all service levels and agreements are being met consistently without fail.
• Establish and maintain strong professional relationship/connections internally and externally
• Ensure adherence to cut-off times and deadlines
• Perform occasional duties assigned.
• Develop self on existing procedures and guidelines based on Product & Process training delivered.
• Participate in the “In House” training programmes and workshops conducted by BDM/RM/ASM/SM or Sales Head
• Attend HR training courses nominated by line management.
• Attend product training. Presentations and road show events.
• Ensure that bank policies and guidelines are consistently & strictly followed.
• Comply with committed turnaround times and laid down procedures.
• Perform adequate care and diligence in day to day conduct to protest Bank form financial and non financial loss.

1) Volume Delivery
Identify and act on new sales leads and relationship development opportunities with relevant cross sell, upsell and retention strategies in order to secure new business, contribute to and deliver against the agreed service and business targets



2) Client Support
Complete client onboarding activities and manage daily interactions with new clients in line with agreed policies, processes and standards in order to ensure the provision of superior client service and client satisfaction
Assist in coordinating service provisions with bank employees in other departments in order to ensure efficient turnaround of transactions and that clients’ enquiries and documentation needs are met in a timely manner

3) Policies, Processes, Systems and Procedures
Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to clients and stakeholders

4) Self-Management
Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance


5)Customer Service
Demonstrate Promise and apply the Bank Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions

The first point of contact for all customers entering the branch
Proactively attend to the customers service requirements
Prioritise customers in the queue by the service required
Provide basic service transactions for customers such as Account Maintenance and Statement Requests
Provide education to customers on the use and service functions of the branch ATMs
Point of contact for complaints and ensuring correct resolution/escalation as necessary

1) Answer customer queries for all products
2) Activate and block Debit Cards and Credit Cards for customers
3) Provide customers with information about their balances for their account, loans, credit cards etc
4) Capture customer complaints effectively and forward them to InterAct Team.
5)Record customer requests and ensure that they are processed within the stipulated TAT.
6)Cross sell all the bank products to customers and generate leads.
7)Inform customers and migrate them to IVR, Internet Banking or SMS Mobile Banking with a view to reduce the number of calls.