Senior Service AmbassadorEmbark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.About the Business Area:-The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shariah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.In this role, your key responsibilities include

• Oversee the Qmatic machine operations to ensure a positive, smooth and correct customer experience between the customer and the Bank
• Monitor all identified issue raised through to resolution by addressing any issues or disruption in the queuing system to ensure the machine is operating successfully at all times
• Welcome and greet all customers, understand the purpose of their visit and guide them to the most appropriate service point to ensure that their transaction or service is fulfilled in a quick and agile manner whilst ensuring that customers are aware of the approximate waiting time and service time
• Maintain own knowledge of Bank digital processes in order to educate and guide customers and Customer Service Ambassadors towards utilising alternative digital channels to ensure customers Branch visit is successful
• Perform the required care and diligence in day-to-day conduct, consistently following the Banks policies and guidelines and best practice is shared and promoted in order to protect the Bank from financial and non-financial loss
• Report any incidents to the line manager occurring during day-to-day business, making recommendations for improvements in order to analyse customer dissatisfaction and mitigate any reoccurrence
• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Manage self in line with the Banks people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Banks required levels of service in all internal and external customer interactions

SkillsThe ideal candidate should have the following experience

• At least 4 years of experience in Banking with at least 2 years of Customer Service and Advisory experience
• Bachelors Degree in related field
• Service-excellence mindset and skills
• Good appearance and professionalism
• Communication and interpersonal skills
• Multilingual skills
• Strong customer advisory skill and ability
• Anti-Money Laundering (AML) techniques
• Banking / financial institutions - market and regulatory knowledge (preferably UAE)

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 13,000 - AED 19,000per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.

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