Abu Dhabi Commercial Bank (ADCB)
Associate - Customer Contact Services
- Contract
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
- Urgent
Job overview
Date posted
23/06/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
07/08/2025
Job description
The Associate - Customer Contact Services is part of ADCB’s Global Business Services (GBS) team, delivering outbound and inbound calls to retail and corporate customers with a strong focus on cross‑selling bank products and ensuring customer retention. You will actively contribute to ADCB’s growth and digital transformation goals by consistently achieving monthly product sales targets. The role requires strict compliance with departmental policies, processes, SOPs, and quality standards, ensuring all interactions reflect ADCB’s Service Standards and Our Promise. You will also oversee your own performance in line with ADCB’s people management framework, maintain risk awareness, and deliver exceptional service across all stakeholder touchpoints.
Required skills
Key responsibilities
- Initiate calls to customers with the objective of cross‑selling bank products and ensuring retention to meet monthly targets
- Adhere strictly to all organisational and departmental policies, processes, standard operating procedures (SOPs) and instructions
- Track own performance metrics and manage conduct according to ADCB’s people management procedures to maximise individual contribution
- Uphold and demonstrate ‘Our Promise’ and apply ADCB Service Standards in every customer interaction
- Maintain high risk and compliance awareness when communicating with customers
- Provide accurate and timely information, ensuring clarity and consistency of service
- Identify potential customer needs and suggest relevant banking solutions
- Manage and resolve customer concerns, escalating issues as per the defined procedure
- Support internal stakeholders by facilitating handovers and follow‑ups
- Contribute to service improvement initiatives by sharing feedback on process enhancements
Experience & skills
- Minimum of 3 years’ experience in a banking or financial services customer‑facing role
- Bachelor’s degree in a relevant field (e.g., Business, Finance, Banking)
- Proven ability in call handling, customer service, cross‑selling and retention
- Solid understanding of MS Office applications (Word, Excel, Outlook)
- Familiarity with banking policies, compliance, and standard operating procedures
- Strong verbal and written communication skills
- Proactive attitude with ability to manage self and drive performance independently
- Ability to adhere to strict quality and service standards in a structured environment