E-Channels Associate

Role Overview

E-Channels Associate at ADIB, Abu Dhabi. The role provides operational, technical, and business support for alternate delivery channels with primary focus on Chatbanking and digital banking services.

Role Purpose

The E-Channels Associate is responsible for supporting day-to-day channel operations, customer and staff inquiries, service performance monitoring, issue resolution, and stakeholder coordination. The role contributes to improving customer experience, enhancing self-service adoption, maintaining approved content and customer communication, and ensuring compliance with internal policies, regulatory requirements, governance standards, and audit expectations.

Key Responsibilities

Chatbanking Operations & Support

• Manage and support daily business operations of the Chatbanking channel, ensuring service continuity, accuracy, and timely resolution of reported issues.
• Review unanswered Chatbanking bot queries, analyze recurring service gaps, and coordinate with relevant stakeholders to update bot responses, FAQs, scripts, and customer journeys.
• Review and maintain Chatbanking scripts, FAQs, customer messages, service responses, and approved communication content.
• Identify opportunities to improve customer experience, increase automation, enhance self-service adoption, and reduce operational dependency through Chatbanking.

Stakeholder Coordination & Requirements Management

• Coordinate with ITD, DTS, Operations, Call Center, Compliance, Sharia, Legal, Marketing, and other stakeholders for Chatbanking requirements, enhancements, approvals, and issue resolution.
• Review, validate, document, and follow up on business requirements for new Chatbanking services, customer journeys, enhancements, and process improvements.
• Coordinate with Legal, Marketing, Sharia, Compliance, and other stakeholders for content, communication, and customer-facing text changes across digital channels.
• Ensure relevant departments and units are informed of approved changes, new services, customer communication updates, and operational impacts.
• Support internal teams by providing guidance and awareness on Chatbanking features, processes, customer journeys, escalation handling, and approved communication flows to ensure consistent customer support and service quality.

Monitoring, Reporting & Performance Management

• Monitor Chatbanking usage, service performance, availability, customer feedback, and incident trends, and provide regular updates to management and stakeholders.
• Prepare reports, dashboards, and management updates covering Chatbanking usage, service performance, customer issues, enhancements, and closure status.
• Follow up and monitor all tickets, requests, incidents, and enhancement items submitted to ITD and relevant support teams until closure.

Issue Resolution & Incident Management

• Respond to customer complaints and service inquiries escalated by internal units, ensuring timely investigation, coordination, and closure.
• Raise helpdesk tickets for production incidents, service disruptions, and customer-impacting issues identified across digital channels.
• Coordinate incident investigation, root cause clarification, production fixes, and post-resolution validation with the concerned teams.

Content & Communication Management

• Ensure Chatbanking content, customer communications, and service flows are reviewed, approved, documented, and maintained in line with internal policies, regulatory requirements, governance standards, and audit expectations.
• Verify, test, and schedule push notification, SMS, and customer communication campaigns in coordination with relevant stakeholders.

Testing & Implementation Support

• Perform system testing, user acceptance testing, live testing, and post-implementation validation for new projects and enhancements.
• Participate in digital banking projects, Chatbanking enhancements, and new service implementations from requirement gathering through post-implementation review.
• Support the user requirement phase by documenting business needs, validating scope, and coordinating required stakeholder inputs and approvals.
• Prepare UAT reports, implementation updates, post-implementation reports, and closure summaries for monitoring, review, and audit purposes.

Project & Process Management

• Follow up on functional requirements, change requests, and enhancements related to online, mobile, and Chatbanking applications.
• Organize and attend meetings related to e-Banking, Chatbanking, customer journeys, issue resolution, and project delivery.
• Support the review and ongoing update of e-Banking policies, procedures, SOPs, and operational guidelines as required.
• Carry out additional role-related tasks assigned by the line manager to support smooth implementation, operational readiness, and timely delivery.

Documentation, Governance & Compliance

• Maintain proper documentation, approvals, evidence, and records to support audit, governance, and regulatory requirements.
• Ensure required agreements, approvals, sign-offs, and supporting documents are obtained and retained before implementation.
• Maintain complete and accurate records of project documents, approvals, testing evidence, implementation records, and related correspondence.

Training & Awareness

• Plan and support awareness or training sessions for relevant departments and units on new products, enhancements, process changes, and operational procedures.

Qualifications & Experience

• Minimum 2–4 years of experience in digital banking, e-Channels, Chatbanking, customer service operations, business support, or related banking operations.
• Experience in requirements documentation, stakeholder coordination, UAT support, issue resolution, reporting, and customer communication management is preferred.

Skills & Competencies

• Strong understanding of digital banking channels, Chatbanking services, customer journeys, and self-service adoption.
• Good knowledge of business requirement gathering documentation, stakeholder coordination, and approval management.
• Customer-focused mindset with strong analytical, investigation, and problem-solving capabilities.
• Ability to coordinate with multiple internal and external stakeholders and follow up on actions until closure.
• Knowledge of compliance, audit, governance, and regulatory requirements related to digital banking channels and customer communications.
• Strong communication, reporting, documentation, presentation, and management update skills.
• Ability to support UAT, live testing, post-implementation validation, incident tracking, and service performance monitoring.