Analyst - Customer Care (UAE National)

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Receive feedback from ADCB customers via ADCB channels including Central Bank (CBUAE), Media, Escalation and High Net Worth (HNW) and Private clients acknowledge receipt of customer complaints and provide customers with a reference number and timeframe for the resolution in order to follow the complaints through to successful conclusion.
• Investigate and resolve all complaints and liaise with respective units for resolution and service recovery, work closely with other departments in order to manage the resolution of customer complaints, and ensure the appropriate corrective/preventative action is implemented.
• Update all allocated cases on Interact Appzone on daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system, process all reversals of fees and charges of cards, retail or commercial accounts according to the empowerment matrix within the specified turn-around time (TAT).

• Monitor and track customer satisfaction and dissatisfaction for customers, immediate corrective action in order to resolve issues to customer's satisfaction, maintain service recovery and retain customer loyalty.
• Ensure the data input and the integrity of the Interact Appzone - Customer Care Team system to ensure they are fully maintained in line with the agreed standards.
• Undergo regular product training to ensure product knowledge is fully updated for consumer/business Banking products/services.
• Maintain quality of documentation and data integrity, ensure satisfactory and accurate investigation is maintained by having minimum number of reopened cases, to ensure all account reversals are as per account policy and authorisation matrix.

The ideal candidate should have the following experience:

• At least 4 years of experience in customer service in the financial services industry within a Branch environment, Contact Centre or Service Quality Team.
• Bachelor’s Degree in Banking, Economics or Customer Service related subject.
• Knowledge of Banking applications Microsoft Office (Word and Excel)
• Analytical skills
• Excellent customer communication skills
• Knowledge of Business Excellence Mode

What we offer:

Competitive Salary: Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions