Client Services & Onboarding Advisor (Outsource)

Role       : Client Services & Onboarding Advisor 
Location : Abu Dhabi                   
Role Purpose:
To deliver exceptional client service by managing the onboarding process for new clients, ensuring a seamless and efficient experience. The role involves addressing client inquiries, resolving issues promptly, and maintaining compliance with regulatory requirements, while providing support to enhance overall internal and external client satisfaction.
    
Key Accountabilities of the role      
 

Detailed Responsibilities

• Ensure timely turnaround time in processing new application forms through digital onboarding and manual channels, and attend client correspondence via [telephone, email]  Call, a priori, on new clients offering a welcome call, introduce our products and services and contact details. 
• Ensure timely turnaround time in posting new application forms. 
• Liaise with Client Services and Operations to ensure all documents are complete and coordinate with other related departments. 
• Communicate with compliance for any additional parameters required related to EDD requirements.
• Maintain updated register of applications received VS completed & pending for reporting purposes. 
• Offer initiatives on enhancing existing processes to improve efficiency and digitization.
• Guide new joiners through the onboarding process, ensuring a smooth transition and understanding of our processes.
• Resolve customer issues in a timely and effective manner, while collaborating with other departments, as necessary.
• Escalate complex issues to higher levels of management when required.
• Assists the manager in charge with special projects once required. 
• Attend staff meetings, team meetings, and on-site training as scheduled to improve professional skills.
• Reporting Lines
• Head of Client Services & Business Development
• Manager, Client Service. 

• Supervision lines
• N/A 
   

Specialist Skills / Technical Knowledge Required for this role:
 

• Goal-oriented with a focus on achieving and exceeding sales targets.
• Dynamism and dedication to customer services. 
• Bilingual in Arabic and English language. 
• Skill in handling customers' telephone calls and emails. 
• Computer knowledge (Word, Excel, Outlook). 
• Initiative, unquestioned integrity, ability to adapt to a changing work.
• Ability to perform multiple tasks simultaneously.
• Attention to detail. 
• Ability to resolve conflicts and complaints from customers in an effective and professional manner.
• Ability to work under pressure.
• Ability to work as a team. 
• Minimum of Bachelor’s degree 
• Ability to preserve confidential information.
• Ability to adapt to changing call volumes while maintaining standards of high quality