Service Ambassador (UAE National)

Service Ambassador

Embark 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 area

The 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 Shari’ah 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 Bank’s 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 Bank’s 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 Bank’s required levels of service in all internal and external customer interactions.