Senior Officer, Customer Care Unit
First Abu Dhabi Bank
Total years of experience :15 years, 4 Months
• Handling complex inbound/outbound telephone calls and other communication channels, accurately capture/document all complaints according to internal policies and procedures.
• Fully investigating and analyze all complaints and provide a resolution to the customer.
• Communicating clear, concise and informative responses to customers, ensuring the customer has been treated fairly during each interaction.
• Working effectively as part of a team and also to a high standard of performance.
• Reassuring customers that the company is committed to resolving problems and improving relationships.
Record information about financial status of customers and status of collection efforts.
Confer with customers by telephone or in person to determine reasons for overdue payments and review the credit contracts.
Advise customers of necessary actions and strategies for debt repayment.
Monitoring calendars, meeting deadlines, documenting actions, inputting information into file database.
Supports case preparation by preparing case summaries.
Full administrative support for the manager.
Preparation of analytical, informational, reference and other information.
Creating all related requests on MOI and Judicial Department websites and follow up the same.
Financial documents execution and reporting to Finance dept.
Translation services (documents and negotiations)
• Follow and manage the project activity to ensure the project is on schedule.
• Ongoing evaluation of project activity and reporting on project progress to project manager.
• Regularly collect and review outsourced staff attendance reports to ensure accuracy and system update by HR.
• Prepare routine or ad hoc reports providing information on status and issues involving relevant transactions or activities.
• Manage and analyze clients complaint log by analyzing the number, nature and frequency of complaints. In addition, ensure that complaints are adequately dealt with.
• Determining, negotiating and agreeing in-house quality procedures, standards and/or specifications.
• Assessing customer requirements and ensuring that these are met.
• Setting customer service standards.
• Specifying quality requirements of raw materials with suppliers.
• Ensuring that manufacturing process comply with standards at both national and international level.
• Monitoring performance and provide feedback, creating action plans if its required, Provide training and testing assessments.
• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information, researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions.
• Fulfills requests by clarifying desired information, completing transactions, forwarding requests.
• Sells additional services by recognizing opportunities to up-sell products and explaining new features.