Job Description

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