Senior Officer- Complaints Management (Emiratized -Al Ain )

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, safeguard the financial and reputational integrity of the organization, and provide end to end solutions for a better customer service experience.

• Handle customer service issues, complaints and grievances related to product, service, billing and other FAB categories.
• Resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Ensure adherence to policies and procedures.
• Maintain customer records by updating customer history through service requests, complaints and notes.
• Achieve set targets in terms of service standards and customer satisfaction scores for all assigned complaints and related activities.
• Contribute to business improvement by capturing feedback on new prospects for all FAB product types as part of Process Improvement recommendations.
• Ensure compliance with money laundering prevention obligations under the Bank's policies, standards and local laws and regulations.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/unplanned shifts due to business requirements for achieving all defined SLA.

• High School / Diploma in any discipline.
• 1 - 2 years of experience in a customer service / complaints handling environment.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Conflict Resolution, Analyzing Information, Multi tasking.
• Excellent communication skills in English and/or Arabic.

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We embrace different ways of seeing the world, listening to each other and respecting different viewpoints to grow stronger - together.