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 areaThe 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:

• Qmatic services - Manage the Qmatic machine, acting as a liaison between customers and the Bank to ensure a positive and smooth customer experience. Conduct Qmatic system monitoring, reporting any observed issues to ensure its functioning correctly. Provide customer assistance, helping them understand and navigate through the Qmatic system, guiding the customers in order to utilize the machine. Complete identified issue resolution by addressing any issues or disruption in the queuing system to ensure the machine is operating successfully at all times
• Customer Support and Flow Management - 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. Proactively educate and guide customers towards utilizing alternative digital channels to ensure their Branch visit is successful
• Audit and Compliance - 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
• Reporting - Report to the line manager on any incidents occurring during day -o-day business in order to analyze customer dissatisfaction and mitigate any reoccurrence.
• Policies, Processes, Systems and Procedures - Adhere to all relevant organizational 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.
• Self-Management - Manage self in line with the Banks people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance.
• Customer Service - 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 3 years of experience in Banking with at least 2 years of Customer Service and Advisory experience
• Bachelors Degree in related field
• Good Appearance and professionalism
• Communication and interpersonal skills
• Multilingual skills, Problem solving skills
• Strong customer advisory skill and ability
• Adaptability, flexible to handle various customer responsibilities and adapt to changing situations
• Attention to detail and accuracy
• Understanding of Banking products
• Working knowledge of Word and Excel

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

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