
Abu Dhabi Islamic Bank
Priority Chat Banking Support Specialist
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 0 - 2 yrs
Job expiry date: 12/04/2026
Job overview
Date posted
26/02/2026
Location
Abu Dhabi, United Arab Emirates
Salary
Undisclosed
Compensation
Salary only
Experience
0 - 2 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
12/04/2026
Job description
The Priority Chat Banking Support Specialist is responsible for providing high-quality, non-voice banking support for ADIB customers in Abu Dhabi, responding to inquiries via chat, email, and other digital channels. The role requires accurately tracking and managing all customer queries, ensuring timely First Contact Resolution (FCR) when possible, and escalating complex or sensitive issues to appropriate departments. The specialist is expected to maintain precise and updated records across various systems and spreadsheets, utilize the knowledge base for accurate information, and adhere to operational risk and IT security policies. The position demands fluency in Arabic and English, superior written communication, multitasking across multiple chat interactions, and the ability to maintain high accuracy under pressure. The role includes compliance with shift schedules, attendance requirements, team coordination, process improvement initiatives, and participation in ad-hoc projects assigned by the Service Manager or Contact Center Management. The specialist plays a critical role in ensuring effective, accurate, and professional service delivery that enhances customer experience and supports bank operational efficiency.
Required skills
Key responsibilities
- Respond to customer queries received via email, chat, and other non-voice channels
- Track all inquiries accurately and ensure appropriate responses are provided
- Aim for First Contact Resolution (FCR) to address customer issues efficiently
- Escalate complex or sensitive cases to appropriate departments when required
- Extend working hours when operational needs demand
- Consistently achieve or exceed monthly KPIs as outlined in Scorecard metrics
- Adhere to shift rotations and attendance requirements to support team reliability
- Update data accurately in spreadsheets and systems in a timely manner
- Reference knowledge base for accurate customer information
- Maintain professional and courteous communication in all written interactions
- Highlight suspected risk issues through proper channels
- Identify and implement process improvements to enhance efficiency and customer experience
- Comply with operational risk and IT security policies and maintain customer confidentiality
- Participate in ad-hoc projects or tasks assigned by Service Manager or Contact Center Management
Experience & skills
- Fluency in both Arabic and English, with ability to seamlessly switch between languages
- Strong written communication skills in Arabic and English with grammatical accuracy and appropriate tone
- Ability to type quickly and accurately to manage multiple chat interactions efficiently
- Capability to manage multiple chat conversations simultaneously without compromising service quality
- Ability to interact with customers of all levels professionally
- Basic mathematical computation skills for operational tasks
- Good working knowledge of Microsoft Word and Excel
- Ability to maintain high performance and accuracy under pressure in a fast-paced environment
- Teamwork skills to collaborate effectively with colleagues and cross-functional teams
- Attention to detail and commitment to high-quality service delivery