I am Cherrie Lou Concepcion with 11 years UAE banking experience
Complaints Resolution Unit-Analyst
October 2014- Present
Role Purpose
Investigate, administrate and resolve escalated complaints received through known channels for ADIB, in accordance with the department, ADIB and Central Banks Statutory & Regulatory, requirements and guidelines while maintaining and delivering the highest possible levels of quality service and customer satisfaction.
Responsibilities
Investigate Complaints with any/all relevant ADIB departments; received through all frontline channels and standard complaint management system.
Resolve customer complaints promptly and completely with an amicable solution or forward customer complaints to the ADIB organisation as defined per process and standards set in Complaints Resolution Unit
Ensure all qualification guidelines are diligently followed to ensure the highest standard of quality resolution.
Maintain customer satisfaction as the top priority in accordance with ADIB requirements and
whilst insuring adherence to all guidelines, productivity, quality and general guidelines cascaded and laid out by management.
Provide a turnkey solution to problems which appear to be repetitive.
To capture customer feedback and re-occurring situations and prominent service issues, feeding back into the Complaints Resolution Unit management to investigate the root cause and solution