Client Services Analyst

Role Overview

Client Services Analyst at ADIB, located in Ras Al Khaimah.

Role Purpose

Handle customer feedback and complaints received via voice channel through the Call Centre inbound complaint campaign. Deliver timely and controlled communication that results in a balanced, appropriate approach and enhanced customer experience.

Key Responsibilities

Customer Service & Complaint Handling

• Handle customer feedback and complaints received via voice channel through Call Centre inbound complaint campaign in accordance with set processes and guidelines.
• Carry out outbound calls related to follow-up on client complaints that were received via voice channel through Call Centre inbound complaint campaign.
• Provide customers with appropriate responses based on their queries.
• Ensure delivery of First Call Resolution (FCR) as a key KPI where applicable.
• Address customer inquiries and complaints within defined guidelines.

Escalation & Risk Management

• Escalate complex complaints to the Complaints Resolution Unit in a timely manner to ensure effective resolution.
• Highlight and escalate potential risks immediately via proper channels.

Quality & Continuous Improvement

• Deliver high-quality responses and resolutions to customer feedback and complaints.
• Participate in discussions and knowledge sharing within the team to enhance experience and skills.
• Eliminate feedback being converted to complaints due to poor quality.
• Ensure customer satisfaction and elimination of repeated complaints.

Stakeholder Management & Feedback

• Maintain a courteous, respectful, helpful, and professional attitude with all customers during conversations in accordance with the bank's service guidelines and standards.
• Participate in providing key input to ADIB management derived from customer feedback to improve customer experience and ultimately customer satisfaction.

Operations & Compliance

• Adhere to shift schedule and attendance requirements.
• Avoid unplanned leaves and absences, as these have a direct impact on process continuity.
• Work on shifts as required.
• Perform overtime when necessary.
• Maintain strict adherence to the bank's code of conduct and HR policies.
• Work towards ensuring that service standards and KPIs are met and exceeded, which ultimately results in improved customer experience.
• Deliver and exceed set KPIs in line with Department Goals.

Qualifications & Experience

• 0 to 2 years of experience working in Customer Experience or Service.
• Banking experience in service delivery and customer experience.
• Knowledge of banking laws, policies, procedures, and practices.
• Excellent track record of achievement.

Skills & Competencies

• Customer-focused relationship management within the bank's rules, regulations, and interests.
• Experience in problem solving and managing customer feedback, with background in Contact Center, Customer Service, or complaints environment.
• High level of interpersonal and communication skills with good language command.
• Thorough and detailed understanding of the bank's systems, policies, products, and procedures.
• High level of analytical skills to enable problem solving and addressing customer queries.

Additional Information

• This position is for UAE Nationals only.