Analyst - Customer Care

Abu Dhabi Commercial Bank; United Arab Emirates; Hybrid; AED 60,000 - 90,000; Full time

Job summary

Join a leading bank in the UAE where you will play a critical role in enhancing customer satisfaction. This position involves managing customer feedback, investigating complaints, and ensuring high-quality service. With strong support for professional development and a robust benefits package, this is an excellent opportunity for individuals passionate about service excellence.

Benefits

Market-leading medical insurance

Life and accident insurance

Paid leave and airfare

Loan and finance discounts

Education assistance

Flexible and remote work options

Qualifications

• 4+ years of customer service experience in finance.
• Strong analytical skills and knowledge of Business Excellence Model.
• Proficiency in Microsoft Office applications.

Responsibilities

• Manage customer complaints and ensure follow-up.
• Investigate and resolve complaints in coordination with relevant units.
• Monitor customer satisfaction and take corrective actions.

Skills

Customer Service

Analytical Skills

Education

Bachelor’s Degree in Banking, Economics, or related field

Tools

Microsoft Office

Job description

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Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled professionals who form an essential part of ADCB's success. With a history of commitment, innovation, and delivery, GBS strives for excellence while maintaining high standards of quality and risk awareness. Each member plays a vital role in driving ADCB's strategy, growth, and digital evolution by working closely with our business partners to achieve exceptional customer experience through outstanding service and support.

We are seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues committed to redefining excellence in UAE banking.

In this role, your key responsibilities include:

• Receiving feedback from ADCB customers via various channels, acknowledging receipt of complaints, and providing reference numbers and resolution timeframes to ensure successful follow-up.
• Investigating and resolving complaints, liaising with relevant units to ensure resolution and service recovery, and implementing corrective/preventative actions.
• Updating cases daily on Interact Appzone for effective tracking, providing regular status updates to customers, and processing reversals of fees and charges within the specified TAT.
• Monitoring customer satisfaction and dissatisfaction, taking immediate corrective actions to resolve issues, and maintaining customer loyalty.
• Maintaining data integrity and proper documentation on the Customer Care Team system in line with standards.
• Participating in regular product training to stay updated on banking products/services.
• Ensuring quality of investigation and compliance with account reversal policies and authorizations.

The ideal candidate should have the following experience:

• At least 4 years of customer service experience in the financial industry, in a branch, contact center, or service quality team.
• Bachelor’s Degree in Banking, Economics, or a related field.
• Proficiency in Microsoft Office applications.
• Strong analytical skills.
• Knowledge of Business Excellence Mode.

What we offer:

Competitive Salary: Eligible for variable pay plans.

Benefits: Market-leading medical insurance, life and accident insurance, paid leave, airfare, loan and finance discounts, staff discounts, and education assistance for certain levels.

Flexible and Remote Work: Options subject to eligibility and role requirements.

Learning & Development: Opportunities include instructor-led courses, e-learning, on-the-job training, and professional development programs.

At ADCB, we are committed to a respectful, caring, and disciplined work environment aligned with your career ambitions.