Call Center Executive - Emiratized Role

Role Overview

Call Center Executive - Emiratized Role at First Abu Dhabi Bank.

Role Purpose

Serve customers by providing product and service information, resolving issues with immaculate quality standards, and ensuring financial and reputational integrity of the organization. Deliver end-to-end solutions for superior customer service experience while maintaining strong team spirit and a supportive environment with customers and colleagues.

Key Responsibilities

Customer Service & Support

• Provide excellent customer service by attending to incoming calls within quality guidelines.
• Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process.
• Maintain customer records by updating customer history through service requests, complaints, and notes.
• Maintain confidentiality of the bank's customers and data.

Sales & Business Development

• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to the business by generating new prospects and leads and upselling for all types of FAB products.

Quality & Performance

• Ensure quality of inbound and outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
• Demonstrate flexibility in adhering to planned and scheduled shifts and unplanned shifts due to floor situation for achieving all defined Service Level and Abandoned rates.
• Ensure self-punctuality, adherence of policies and procedures, and discipline to the Centre.

Compliance & Governance

• Ensure the business meets its obligations under the Bank's Policies and Standards and under local laws and regulations.
• Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorize decisions as per the approved authorization matrix.

Special Duties

• Attend to special tasks assigned by team leader and managers.

Qualifications & Experience

• High School minimum qualification.
• 0–2 years relevant experience in banking sector.

Skills & Competencies

• Customer Service.
• Product Knowledge.
• Quality Focus.
• Problem Solving.
• Documentation Skills.
• Listening.
• Phone Skills.
• Excellent communication skill in English and Arabic.