Job Description
JOB PURPOSE
To handle customer feedback for all business groups bank-wide through the customer communication channel for complaints, ensuring the defined service levels are maintained in terms of acknowledgement, escalation procedure, resolution times and customer satisfaction levels.
KEY WORKING RELATIONSHIPS:
1. Department Head - To receive guidance and approvals
2. Line Manager To manage performance/objectives and review progress/development
3. Peers - To coordinate on customer complaint resolution, report on system issues and obtain passwords
4. Internal Stakeholders - To assist on queries
5. Customers - To provide service and assistance
ACCOUNTABILITIES
Complaint Handling
Receive feedback from ADCB customers via ADCB channels including Central Bank ,Media, Escalation and HNW and Private clients acknowledge receipt of customer complaints and provide customers with a reference number and timeframe for the resolution. Investigate and resolve all complaints and liaise with respective units for resolution and service recovery, work closely with other departments to manage the resolution of customer complaints, and ensure the appropriate corrective/preventative action is implemented. Update all allocated cases on Interact Appzone on daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system, process all reversals of fees and charges of cards, retail or commercial accounts according to the empowerment matrix within the specified turn-around time.
Service Delivery
Monitor and track customer satisfaction and dissatisfaction for customers, Implement immediate corrective action to resolve issues to customer's satisfaction, maintain service recovery and thus customer loyalty.
Control
Ensure the data input and the integrity of the Interact Appzone - Customer Care Team system is fully maintained in line with the agreed standards. Undergo regular product training to ensure product knowledge is fully updated for consumer/business banking products/services. Maintain quality of documentation and data integrity, ensure satisfactory and accurate investigation is maintained by having minimum number of reopened cases, ensure all account reversals are as per account policy and authorisation matrix
Policies, Processes, Systems and Procedures
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
Self-Management
Manage self in line with the bank s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance
Customer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank s required levels of service in all internal and external customer interactions
Desired Candidate Profile
Education:
Any Graduation()
Gender:
nm
Nationality:
Any Nationality
