Specialist- Service Recovery (UAE Nationals ONLY)

Specialist- Service Recovery (UAE Nationals ONLY)

First Abu Dhabi Bank
0-1 years
Not Specified

Job Description

Job Description

. To deliver a high quality comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the Group.
. To capture, investigate and respond to complaints and compliments for the Group as a whole and, monitor progress against complaints.
. To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints across the Group on a day to day basis for our customers.
. Collate customer satisfaction information across the group to identify the success of our service provision across the group and identify opportunities for service improvement.
. Oversee complaints root cause analysis including breach of SLA /TAT for service requests.
. To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
. Manage the resolution of customer complaints, within given timescales in coordination with Customer care unit.
. Handle the most complex escalated complaints (Regulatory, Government, CBUAE etc.) to include determination of whether legal advice is required on issues relating to complaints
. Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
. Monitor and improve trends in complaints volume and react immediately in case of any unusual
. Promote governance development within and ensure feedback to the Divisions
. Share periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points
. Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
. Lead the development and maintenance of systems for the management of complaints
. Develop and deliver education and training in relation to complaints management and customer care support education initiatives
. Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
. Contribute to the development and implementation of the bank Governance Strategy in relation to complaints
. Lead the development of specific delegated policies, procedures or guidelines relating to complaints
. Ensure that the quality of work leaving the Department is to a high standard and is appropriately disseminated throughout the organization
  • Bachelor degree in related discipline
  • Minimum 0-1 years experience in a similar role with a proven track record
  • Strong written, verbal, analytical and presentation skills
  • Ability to interact effectively with a wide range of staff throughout the company
  • Position requires proficiency in Word, Excel, Access and PowerPoint

Job Details

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FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.

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