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.