Specialist Virtual Business Support

Abu Dhabi Commercial Bank; United Arab Emirates; Hybrid; AED 60,000 - 120,000; Full time

Job summary

A leading bank in the UAE seeks an experienced banking professional to join their Retail Banking Group. The ideal candidate will have at least 4 years of banking experience, with 2 years in customer service. Responsibilities include guiding the team in virtual service activities and ensuring customer queries are resolved promptly. They offer a comprehensive benefits package, flexible working options, and continuous learning opportunities, promoting a supportive work environment.

Benefits

Market-leading medical insurance

Group life and personal accident insurance

Paid leave and leave airfare

Employee preferential rates on loans

Children education assistance

Qualifications

• At least 4 years of experience in Banking, with 2 years in customer service.
• Strong communication skills in English and Arabic.
• Ability to multitask and work independently.

Responsibilities

• Guide and assist the team with virtual service activities.
• Ensure customer queries are processed within service level turnaround time.
• Provide reporting services as per SLAs.
• Adhere to organizational policies and procedures.

Skills

Customer service orientation

Bi-lingual (English and Arabic)

Communication skills

Self-motivated

Multitasking

Education

Bachelor’s Degree in related subject

Tools

Word

Excel

Job description

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

The Retail Banking Group (RBG) supports retail and micro‑business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include

• Guide and assist the team to perform all virtual service related activities for existing customers to ensure all customer queries and service requests are processed and delivered within the agreed service level turnaround time (TAT).
• Perform the required care and diligence in day‑to‑day virtual conduct to protect the Bank from financial and non‑financial loss, ensuring that the Bank’s policies and guidelines are consistently followed to promote best practice.
• Provide standardised and ad hoc reporting services to business units as per Service level Agreements (SLAs), liaising with and reporting on all activity inconsistencies with the line manager to ensure that they are rectified in a timely manner.
• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.

The ideal candidate should have the following experience

• At least 4 years of experience in Banking with 2 years of customer service experience
• Bachelor’s Degree in related subject
• Working knowledge of Word and Excel
• Communication skills
• Bi‑lingual (English and Arabic) Customer service oriented
• Self‑motivated and ability to multitask

What we offer

Comprehensive Benefits Package

This includes market‑leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options

We understand the importance of work‑life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities

We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor‑led courses, a comprehensive e‑Learning catalog, on‑the‑job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.