Client Services Analyst

ADIB - Abu Dhabi Islamic Bank


Date: 2 weeks ago
City: Ras al-Khaimah
Contract type: Full time


Role: Client Service Analyst

Location: Ras Al Khaimah

ROLE PURPOSE:
  • Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.
  • This position is for UAE Nationals only.


RESPONSIBILITIES:
  • Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.
  • Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign).
  • Provide customers with appropriate response basis their queries.
  • Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.
  • Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
  • Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance with bank’s service guidelines and standards.
  • Highlight and escalate potential risk immediately, via the proper channels

  • To participate in providing key input to ADIB management derived from customer’s feedback to improve customer’s experience and ultimately customers’ satisfaction.



HR & People Team Management:
  • Adherence to shift schedule & attendance.
  • Avoid unplanned leaves/ absences since has a direct impact on process.
  • Required to work on shifts.
  • Required to do overtime when necessary.
  • Strict adherence to bank’s code of conduct and HR polices.


Quality:
  • Deliver high-quality response/ resolution on customer’s feedback and complaints.
  • Participate in discussions and knowledge sharing within the team to help in enhancing the experience & skills.


Department Goals:
  • Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience.


RESULTS REQUIRED:
  • Addressing customer’s enquiries & complaints within defined guidelines.
  • Delivering & exceeding the set KPI’s inline the Department Goals.
  • Eliminate feedback being converted to complaints due to poor quality
  • Ensure Customer’s Satisfaction and elimination of repeated complaints.


Specialist Skills / Technical Knowledge Required for this role:
  • Customer focused managing relation within the bank’s rules, regulations, and interest.
  • Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.
  • High level of inter-personal and communications skills with good language command.
  • Thorough and detailed understanding of the banks systems, policies, products, and procedures.
  • High level of analytical skills to enable problem solving and addressing customers queries.


Previous experience required (if any)
  • 0 to 2 years of experience working in Customer Experience/ Service.
  • Knowledge of banking laws, policies, procedures, and practices.
  • Banking experience in service delivery and customer experience.
  • Excellent track record of achievement


This position is for UAE Nationals only.

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