Client Services Analyst

Role Overview

Client Services Analyst at ADIB, located in Ras Al Khaimah. This position is for UAE Nationals only.

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 Feedback & Complaint Management

• Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance with set processes and guidelines.
• Carry out outbound calls related to follow-up on client complaints received via voice channel – 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 when applicable.
• Escalate complex complaints to the Complaints Resolution Unit on a timely basis to ensure effective resolution.
• Highlight and escalate potential risk immediately via proper channels.

Customer Experience & Service Standards

• Maintain a courteous, respectful, helpful, and professional attitude with all customers during conversations in accordance with the bank's service guidelines and standards.
• Deliver high-quality responses and resolutions on customer feedback and complaints.
• Participate in discussions and knowledge sharing within the team to enhance experience and skills.
• Address customer enquiries and complaints within defined guidelines.
• Eliminate feedback being converted to complaints due to poor quality.
• Ensure customer satisfaction and elimination of repeated complaints.

Strategic Input & Continuous Improvement

• Participate in providing key input to ADIB management derived from customer feedback to improve customer experience and ultimately customer satisfaction.
• Work towards ensuring that service standards and KPIs are met or exceeded, resulting in improved customer experience.

Operational Compliance

• Adhere to shift schedule and attendance requirements.
• Avoid unplanned leaves and absences as they directly impact the process.
• Work on shifts as required.
• Perform overtime when necessary.
• Maintain strict adherence to the bank's code of conduct and HR policies.

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.
• Problem-solving and management of 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 address customer queries.

Additional Information

• This position is for UAE Nationals only.
• Shift work required.
• Overtime required when necessary.