Role Purpose:

• To investigate, administrate, and resolve all unstructured and complex complaints for customers received from various complaints channels such as Call Centre, branches, e-mails…in accordance with the Department’s, ADIB’s and Central Bank Statutory & Regulatory requirements guidelines.
• While maintaining and delivering timely and effective manner to ensure customer’s satisfaction.

Key Accountabilities of the role:

Responsibilities:

1. Investigate Complaints raised with any/all relevant ADIB dept. received via various channels to CRU on the complaints management system.
2. Deliver an optimum level of service quality with internal/ external customers by ensuring complaints resolution in reasonable TAT as per the SLAs agreed.
3. Ensure all quality guidelines are diligently followed during the course of the resolution for customer’s complaints.
4. Effectively contribute towards improving the experience of ADIB’s customers by ensuring accuracy and quality of data which is ultimately translated to detailed analysis.
5. To keep customer satisfaction and as the top priority in accordance with ADIB requirements and procedures for customers on complaints.
6. Work to exceed service standards and indicators individually and assist the unit to achieve the broad goals.
7. Adherence to process guidelines set by management.
8. Recommend queries and recurring complaints for permanent fixes to avoid repetition in the future.
9. Timely escalations to respective unit Heads/ POCs as per the agreed SLAs to avoid and control delays in responses and negative impact on customer’s experience.
10. Effectively work towards addressing cases received for customers in timely manner and ensure complete resolution.

Results Required:

• Complaints resolution within defined guidelines bases on the assigned daily targets.
• Complaints resolution with the agreed TAT in accordance with the bank’s strategy.
• Perform a quality and proper resolution of customer’s issue.