Job Description
Receptionist will be the first point of contact for the unit and will provide administrative support across the unit. He / She will handle the flow of people through the business and ensure that all receptionist responsibilities are completed accurately and delivered with high quality and in a timely manner. He / She will be backup for the Quality Officer. Reports direct to : Senior Analytical Officer.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Serve visitors by greeting, welcoming, directing and announcing them appropriately.
For Rehab requests screening the case before assigning it to the specialist through checking and confirming that customer’s current DSR is above 50% (30% for pensions) – and update the Rehab Master sheet.
Handle Rehab & Retention e-mails as appropriate through responding to the sender or forwarding it to the concern staff.
Answer and forward any incoming phone calls and inquiries while providing basic information when needed.
Receive, sort, and distribute daily mail/deliveries/ and couriers.
Demonstrate full and up to date knowledge of ADIB’s products, policies and procedures as measured in semiannual written evaluations.
Perform any other responsibilities entrusted by ADIB Management from time to time.
RESPONSIBILITIES as Quality Officer Backup :
To preform complaint validation check on daily, weekly, or monthly basis against Rehab & retention team. Maintain records of activity and required feedback.
Periodically review track, monitor Pending cases, and ensure to support the agents and Team leaders to reduce number of pending & complaints.
Handle and process NLCs cases, which sent though MIS such as settlement from other banks, PDCs, Collection. Etc.
20% call back activities for all issued LCs previous month cases belong to UAE Customers with outstanding > 1M.
50% of call back activity for issued NLC previous month cases belong to customers with salary > 30K.
Results Required
Support Rehab and Retention Agents to finalize and complete their tasks..
Answer inquires received by phone or e-mail to help to avoid any complaints.
Contribute positively in the daily Retention activities
Improve communication branches, collection, call center & BOQM as being internal customers.
Identifying solutions and assisting management in working out creative solutions.
Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.
Job Requirements
Proven working experience in a front office handling receptionist responsibilities.
Proficient with Microsoft Office suite.
Professional appearance.
Solid communication skills both written and verbal.
Ability to be resourceful and proactive in dealing with issues that may arise.
Ability to organize, multitask, prioritize and work under pressure.
Detailed knowledge of ADIB’s Retail Banking credit products & services.
Broad knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
Good Knowledge of UAE banking practices , regulations & risks
Strong command of Arabic & English language
Minimum 2 years banking experience in the U.A.E
Job Details
Company: Abu Dhabi Islamic Bank - ADIB
Employment Type: Full-time
Job Location: Abu Dhabi, United Arab Emirates