وصف الوظيفة
Role Overview
Customer Service Officer (Outsource) at ADIB, located in Abu Dhabi.
Role Purpose
Deliver excellent customer service in accordance with agreed standards.
Key Responsibilities
Application Management
- Open and close applicant accounts on time.
- Prepare finance applications and obtain necessary approvals.
- Ensure proper implementation and timely follow-up.
Customer Support & Issue Resolution
- Perform efficient troubleshooting of issues.
- Ensure turnaround time (TAT) is adhered to and where possible exceed customer expectations.
- Resolve customer queries within agreed TAT.
- Support customer service agents.
- Provide technical help to colleagues if required.
Stakeholder Coordination
- Coordinate and liaise with other departments in a professional manner.
- Deliver professionalism when dealing with other departments.
- Participate in regular review and development meetings with key stakeholders.
Compliance & Documentation
- Ensure compliance with bank policies.
- Keep records and details of actions taken.
Reporting
- Prepare and provide monthly reports.
Additional Duties
- Perform other tasks specified by management.
Qualifications & Experience
- Previous banking experience in a similar role.
- Knowledge of regulated financial services and banking industries.
- Detailed understanding of asset products.
- In-depth understanding of internal processes, procedures, and internal systems.
Skills & Competencies
- Display flexibility in dealing with other team members.
- Good data processing skills.
- Good problem-solving skills.
- Excellent communication skills.
- Excellent decision-making skills.
Additional Information
- Expected results include ensuring customer queries are resolved with agreed TAT and obtaining positive customer feedback.
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