Client Services Analyst

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.

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.