Job Purpose:

- Provide Internal and External customers with accurate information regarding ADCB products.
- Handle Telephonic enquiries and cross-selling of ADCB Retail Banking products.
- Provide correct information to all customers regarding their accounts, credit cards, loans etc.
- Answer customer queries and resolve simple complaints immediately.
- Initiate outbound calls when required and adhere to call scripting.
- Cross sell various retail banking products and generate leads
- Capture complaints and forwarded them to InterAct Team.
- Customer-centric, focused and answer customer queries with confidence
- Maximize returns and minimize risk and enhance relationships for the bank.
- Produce high quality calls and continuous follow up that leads to complete customer satisfaction.
- Communicate well and provide feedback for both internal and external customers for improvement of services or process.
- Contributes to the overall success of the unit and generate ideas that can be implemented to enhance productivity.
- Be able to adhere to internal departmental policies and meet job requirements as set in the JO.

Main Tasks and Responsibilities:

Principal Accountabilities:

1- Answering General Queries
Answer customer queries for all products

2- Activation and Blocking of Cards
Activate and block Debit Cards and Credit Cards for customers.

3- Provide customer balance
Provide customers with information about their balances for their account, loans, credit cards etc.

4- Logging customer complains
Capture customer complaints effectively and forward them to InterAct Team.

5- Customer requests
Record customer requests and ensure that they are processed within the stipulated TAT.

6- Cross sell products and generate leads
Cross sell all the bank products to customers and generate leads.

7- Migration to Alternate Channels
Inform customers and migrate them to IVR, Internet Banking or SMS Mobile Banking with a view to reduce the number of calls.

Skills

Experience and Qualifications;

Minimum Education Level:

High School or Diploma Holder. University Graduate Preferable
Professional Qualification:

Not applicable
Experience
(indicate years of experience
required for the role as well)
Not required. However work experience in a Customer Service Environment / Call
Centre is preferable.

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