E-Channels Associate

Role : E- Channels Accociate

Location : Abu Dhabi

Role Purpose:

The e-Channels Officer is responsible for providing operational, technical, and business support for alternate delivery channels, with a primary focus on Chatbanking and digital banking services. The role supports day-to-day channel operations, customer and staff inquiries, service performance monitoring, issue resolution, stakeholder coordination, requirements documentation, testing, and post-implementation validation. The role also contributes to improving customer experience, enhancing self-service adoption, maintaining approved content and customer communication, and ensuring compliance with internal policies, regulatory requirements, governance standards, and audit expectations.

Key Accountabilities of the role

Main Job functions include:

• Review unanswered Chatbanking bot queries, analyze recurring service gaps, and coordinate with relevant stakeholders to update bot responses, FAQs, scripts, and customer journeys.

• Manage and support the daily business operations of the Chatbanking channel, ensuring service continuity, accuracy, and timely resolution of reported issues.

• Coordinate with ITD, DTS, Operations, Call Center, Compliance, Sharia, Legal, Marketing, and other stakeholders for Chatbanking requirements, enhancements, approvals, and issue resolution.

• Review, validate, document, and follow up on business requirements for new Chatbanking services, customer journeys, enhancements, and process improvements.

• Monitor Chatbanking usage, service performance, availability, customer feedback, and incident trends, and provide regular updates to management and stakeholders.

• Ensure Chatbanking content, customer communications, and service flows are reviewed, approved, documented, and maintained in line with internal policies, regulatory requirements, governance standards, and audit expectations.

• Respond to customer complaints and service inquiries escalated by internal units, ensuring timely investigation, coordination, and closure.
• Raise helpdesk tickets for production incidents, service disruptions, and customer-impacting issues identified across digital channels.

• Follow up and monitor all tickets, requests, incidents, and enhancement items submitted to ITD and relevant support teams until closure.

• CUSTOMERS (INTERNAL & EXTERNAL)
• Verify, test, and schedule push notification, SMS, and customer communication campaigns in coordination with the relevant stakeholders.

• Review and maintain Chatbanking scripts, FAQs, customer messages, service responses, and approved communication content.

• Coordinate incident investigation, root cause clarification, production fixes, and post-resolution validation with the concerned teams.

• Prepare reports, dashboards, and management updates covering Chatbanking usage, service performance, customer issues, enhancements, and closure status.

• Identify opportunities to improve customer experience, increase automation, enhance self-service adoption, and reduce operational dependency through Chatbanking.

• Maintain proper documentation, approvals, evidence, and records to support audit, governance, and regulatory requirements.

• INTERNAL (PROCESS, PRODUCTS & REGULATORY)
• Participate in digital banking projects, Chatbanking enhancements, and new service implementations from requirement gathering through post-implementation review.
• Support the user requirement phase by documenting business needs, validating scope, and coordinating required stakeholder inputs and approvals.

• Follow up on functional requirements, change requests, and enhancements related to online, mobile, and Chatbanking applications.

• Organize and attend meetings related to e-Banking, Chatbanking, customer journeys, issue resolution, and project delivery.

• Perform system testing, user acceptance testing, live testing, and post-implementation validation for new projects and enhancements.

• Support the review and ongoing update of e-Banking policies, procedures, SOPs, and operational guidelines as required.

• Ensure relevant departments and units are informed of approved changes, new services, customer communication updates, and operational impacts.

• Carry out additional role-related tasks assigned by the line manager to support smooth implementation, operational readiness, and timely delivery.

• Coordinate with Legal, Marketing, Sharia, Compliance, and other stakeholders for content, communication, and customer-facing text changes across digital channels.

• Ensure required agreements, approvals, sign offs, and supporting documents are obtained and retained before implementation.

• Prepare UAT reports, implementation updates, post-implementation reports, and closure summaries for monitoring, review, and audit purposes.

• Maintain complete and accurate records of project documents, approvals, testing evidence, implementation records, and related correspondence.

• Support internal teams by providing guidance and awareness on Chatbanking features, processes, customer journeys, escalation handling, and approved communication flows to ensure consistent customer support and service quality.
• Plan and support awareness or training sessions for relevant departments and units on new products, enhancements, process changes, and operational procedures.

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• **This job description outlines the primary responsibilities of the role. Additional duties may be assigned as required by business priorities, provided they remain aligned with the role purpose and operational requirements.

Specialist Skills / Technical Knowledge Required for this role:

• Strong understanding of digital banking channels, Chatbanking services, customer journeys, and self-service adoption.
• Good knowledge of business requirement gathering documentation, stakeholder coordination, and approval management.
• Customer-focused mindset with strong analytical, investigation, and problem-solving capabilities.
• Ability to coordinate with multiple internal and external stakeholders and follow up on actions until closure.
• Knowledge of compliance, audit, governance, and regulatory requirements related to digital banking channels and customer communications.
• Strong communication, reporting, documentation, presentation, and management update skills.Ability to support UAT, live testing, post-implementation validation, incident tracking, and service performance monitoring.

Previous experience:

Minimum 2–4 years of experience in digital banking, e-Channels, Chatbanking, customer service operations, business support, or related banking operations. Experience in requirements documentation, stakeholder coordination, UAT support, issue resolution, reporting, and customer communication management is preferred.