Customer Service Officer (Outsource)

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.