• ADIB Careers | Complaints Resolution Specialist - CRU, Abu Dhabi, UAE

    ADIB Careers | Complaints Resolution Specialist - CRU, Abu Dhabi, UAE

    Location: Abu Dhabi - United Arab Emirates

    Job Description

    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.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Investigate Complaints raised with any/all relevant ADIB dept. received via various channels to CRU on the complaints management system.

    • Deliver an optimum level of service quality with internal/ external customers by ensuring complaints resolution in reasonable TAT as per the SLAs agreed.

    • Ensure all quality guidelines are diligently followed during the course of the resolution for customer’s complaints.

    • Effectively contribute towards improving the experience of ADIB’s customers by ensuring accuracy and quality of data which is ultimately translated to detailed analysis.

    • To keep customer satisfaction and as the top priority in accordance with ADIB requirements and procedures for customers on complaints.

    • Work to exceed service standards and indicators individually and assist the unit to achieve the broad goals.

    • Adherence to process guidelines set by management.

    • Recommend queries and recurring complaints for permanent fixes to avoid repetition in the future.

    • 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.

    • Effectively work towards addressing cases received for customers in timely manner and ensure complete resolution.


    • Complaints resolution within defined guidelines bases on the assigned daily targets.

    • Complaints resolution with the agreed TAT in accordance to the banks strategy.

    • Perform a quality and proper resolution of customer’s issue.

    Job Requirements

    • (1 - 2)years of experience working in Contact Centre, Customer Service, and Problem Solving role.

    • Knowledge in banking laws, policies, procedures and practices.

    • Banking experience in service delivery and customer experience.

    • Bachelor degree holder in Banking, Finance or related field.

    • Customer focused and managing relation within the bank’s rules, regulations and interest.

    • Experience in Contact Center. Customer Service, or complaints environment.

    • Excellent inter-personal and communications skills with good language command.

    • Thorough and detailed understanding of ADIB’s systems, policies, products and procedures.

    • Excellent analytical skills to enable resolution of complex and address through root cause analysis.

    • Excellent problem solving skills that leads in improved and enhanced service recovery and customer retention.

    • Ability to handle complaints and be able to remain calm under pressure.

    Job Details

    Company: Abu Dhabi Islamic Bank - ADIB

    Employment Type: Full-time

    Job Location: Abu Dhabi, United Arab Emirates

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