Senior Officer- Complaints Management (Emiratized -Al Ain )

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory resolution.To ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

Specific Job Accountability

• Handle customer service issues, complaints/grievances with respect to product, service, billing of FAB and any other category
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure adherence of policies and procedures
• Maintains customer records by updating customer history through service requests/complaints and Notes.
• To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.
• Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations
• Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.

Ensure self-punctuality and discipline to the center.

Minimum Qualifications:

• High School / Diploma in any discipline Minimum Experience:
• 1 – 2 years’ experience in Customer Service / Complaints Handling environment.

Knowledge, Skills, and Attributes:

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.

Excellent communication skill in English &/or Arabic.