Customer Service Representative

Customer Guidance & Managing Floor:

• Direct clients to alternative channels (Digital Channels).
• Ensure clients have all needed documents before wasting time in waiting and taking queue.
• Handle customers in a pleasant manner and escort them to the concerned staff.
• Evaluate problems.
• Manage customer anger.

Branch Assistance and Support:

• Act as an ambassador to handle the QMS Tokens.
• Provide assistance to Help Desk counters.
• Manage the queue at teller counters and waiting time at customer service areas.

ADIB Branches Look and Feel: Ensure the branch follows the guideline book of look and feel. Perform any other responsibilities entrusted by branch management from time to time.

Specialist Skills / Technical Knowledge Required for this Role:

• Broad knowledge of ADIB's Retail Banking financial products & services.
• Fair knowledge of ADIB's Operational Policies & Procedures.
• Excellent knowledge of ADIB alternative channels (mobile/chatbot/ITM/CCDM) and the services offered on these channels.
• Good knowledge of UAE banking practices, regulations & risks.
• Fair knowledge of service standards.
• Knowledge of Anti-Money Laundering regulations issued by the UAE Central Bank and other regulatory authorities.
• Knowledge of cross-sales.
• Computer skills.
• This position is for UAE Nationals only.