Customer Service Officer Outsource

ADIB; Abu Dhabi; On-site; AED 60,000 - 96,000; Full time

Job summary

ADIB in Abu Dhabi is seeking a Customer Service Officer (Outsource) to deliver outstanding client support, handle inquiries, and ensure timely resolution within agreed service standards while complying with bank policies.

You will open and close applicant files, coordinate with other departments, troubleshoot issues, prepare monthly reports, support other service agents, and participate in regular reviews with stakeholders to drive continuous service improvements.

Qualifications

• Experience in banking customer service roles.
• Familiar with regulated financial services.
• Understanding of asset products and internal processes.

Responsibilities

• Open and close applicant on time.
• Ensure proper implementation and timely follow-up.
• Prepare finance applications and obtain necessary approvals.
• Performed efficient troubleshooting of issues.
• Ensure TAT is adhered to and where possible exceed customer expectations.
• Co-ordinate and liaise with other departments in a professional manner.
• Participate in regular review and development meeting with key stakeholders.
• Prepare and provide monthly report.
• Keeping a record and details of actions taken.
• Supporting customer service agents.
• Provides technical help to colleagues if required.
• Ensure compliance with bank policies.
• Perform other task specified by management.

Skills

Communication skills

Problem solving

Data processing

Team coordination

Customer service

Job description

Job Description:

Role: Customer Service Officer (Outsource)

Location: Abu Dhabi

Role Purpose:

Deliver Excellent customer service in accordance with agreed standards

Key Accountabilities of the role

• Opening and closing applicant on time.
• Ensure proper implementation and follow up with timely.
• Prepare finance applications and obtain necessary approvals.
• Performed efficient troubleshooting of issues.
• Ensure TAT is adhered to and where possible exceed customer expectations
• Co-ordinate and liaise with other departments in a professional manner
• Participate in regular review and development meeting with key stakeholders
• Prepare and provide monthly report
• Keeping a record and details of actions taken
• Supporting customer service agents
• Provides technical help to colleagues if required.
• Ensure compliance with bank policies
• Perform other task specified by management.

Results Required

• Ensure customer queries are resolved with agreed TAT.
• Positive customer feedback.
• Deliver professionalism when dealing other departments.

Specialist Skills / Technical Knowledge Required for this role:

• Display flexibility in dealing with other team members.
• Good data processing skills.
• Good problem-solving skills.
• Excellent communication skills.
• Excellent Decision-making skills.

Previous experience required (if any)

• Previous banking experience in similar role.
• Knowledge of regulated financial services and banking industries.
• Detailed understanding of asset product.
• In depth understanding of the internal process, procedures and internal systems.

Requirements: