Customer Resolution Analyst
ADIB - Abu Dhabi Islamic Bank
Date: 2 weeks ago
City: Ras al-Khaimah
Contract type: Full time
Role: Customer Resolution Analyst
Location: Ras Al-Khaimah, UAE
Role Purpose:
- This role supports the frontline in handling all non-FCR related cases, where the individual is required to liaise with other business units within the bank to assist in resolving customer issues or executing customer requests.
- This role also requires handling of request submitted through various other customer self-help channels.
Key Accountabilities of the role:
Operational:
- Ensure disputes are logged and tracked accurately
- Detailed tracking of disputes by type
- To be the central contact point for all other departments that are involved in the resolution of customers’ disputes.
- Ensure checking and executing of request from the various systems including and not limited to the list of systems below: CMS (Complaints Management System – Follow Up), Business Central, DMS, 2nd Level (For Leads)
Human Resource/People:
- Adherence to shift schedule
Quality of Work:
- To contact customers, when required, with the goal of ensuring that the customers are kept in the loop in their disputes.
- Proactively monitor case aging and to highlight when the case is reaching the end of the agreed TAT.
- Accurately update data on the various spreadsheets and systems
- Accurately escalate to the various departments, by case type to sure no delay in processing/investigation.
Continuous Improvement:
- Continuously find ways of improving processes that will improve efficiency, reduce rework and improve customer experience.
Compliance with policies & procedures:
- Comply and perform key operational controls as required in ADIB’s policies & procedures relating to the back-office processes and procedures.
- Any other ad-hoc projects/tasks assigned by Service Manager.
Expected results:
- Customer disputes handled timely, and resolution achieved within agreed TAT
- Accurate data update – will assist in Management analysis of drivers
- Timely escalation of Leads to Branches to ensure no duplication or ‘hijacking’ of leads.
- Customers constantly kept updated on the progress of his dispute/case.
Specialist skills / technical knowledge, technical competencies required for this role:
- Bilingual (Arabic & English) preferred
- Strong communication skills
- Ability to interact with customers of all levels
- Ability to perform basic mathematical computation
- Good working knowledge of Microsoft Words & Excel
- This position is for UAE Nationals only
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