Customer Resolution Analyst

ADIB - Abu Dhabi Islamic Bank


Date: 15 hours 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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