About the Role
The Digital Onboarding Specialist is responsible for reviewing and creating the customer onboarding application journey for various banking solutions. This includes the company Office Banking, the company Direct online channels, IVR, SMS, eStatements, and other operational setups. The role involves managing the complete customer profile setup, service packages, pricing, limit setups, user access, and more to ensure a seamless onboarding experience.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Accountabilities of the Role
- Review documentation provided for onboarding, IVR, SMS registration, and eStatements to ensure compliance with requirements for new and existing customers.
- Ensure timely setup and access creation for the company Office Banking solutions, the company Direct online channel, IVR, SMS registration, WPS, Bulk, SWEEP, CHEQUE BOOK, DDA, MOBILE functions, and other BBD products for clients, adhering to departmental SLAs.
- Assign and issue tokens against user IDs as per client requests.
- Manage signature modifications, powers of attorney (POA), and reactivation requests according to Standard Operating Procedures (SOP) and the company policies.
- Assist with non-qualified service tasks, including document updates, to ensure timely and accurate request completion.
- Maintain active communication with the line manager regarding onboarding progress.
- Handle workload, prioritizing high-priority requests, and ensure timely escalation of key risks/issues to the manager.
- Identify gaps or red flags and escalate them promptly.
- Ensure compliance with bank policies, Sharia Compliance, and adherence to Governance, Compliance, and Data standards.
Goals and Scope
- Accurately submit data in the system to minimize rejections and audit points.
- Maintain token inventory and share with the checker for reconciliation on a daily, weekly, and monthly basis.
- Manage the daily queue and any ad-hoc tasks assigned by the team leader and manager in a timely manner.
- Work 8 hours a day, 5 days a week, with the possibility of overtime as required (including day-offs, public holidays, and after daily work hours).
- Daily breaks shall not exceed 30 minutes.
- Coordinate daily with team members to ensure smooth operations.
- Achieve a minimum productivity rate of 88% for the month and ensure that 95% of received cases are handled within the agreed turnaround time (TAT).
- Achieve a score of R2 (90%) for Quality samples in the Monthly Evaluation.
Specialist Skills / Technical Knowledge
- Excellent knowledge of the company’s BBD products and services.
- High ability to comply with the company’s Operational Policies and Procedures; advanced knowledge about UAE banking procedures, regulations, and risks.
- Strong attention to detail, self-motivated, with a history of contributing to process improvement.
- Strong interpersonal skills; ability to effectively liaise with the front office, compliance, audit, and other relevant touch points in the onboarding/client maintenance workflow.
- Forward-thinking and motivated to adapt to changing priorities.
