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