Analyst – Customer Care

Make an Impact Where It Matters Most

At ADCB, we believe in celebrating individuality, empowering our people, and fostering a truly inclusive workplace where every voice contributes to our collective success. This is your opportunity to be part of Group Business Services (GBS)—a high-performing team driving innovation, operational excellence, and exceptional service across the bank.

We are looking for a motivated and customer-focused UAE National to join us as a Customer Care Analyst, playing a key role in maintaining and improving our service delivery through efficient complaint resolution and customer feedback management.

Key Responsibilities

• Customer Feedback Handling: Acknowledge, log, and track customer complaints and feedback received through multiple channels, including the Central Bank (CBUAE), media, internal escalations, HNW, and Private Banking clients.
• Issue Resolution: Investigate complaints thoroughly, collaborate with relevant departments to resolve issues, and ensure corrective/preventative measures are applied.
• System Updates & Documentation: Ensure timely and accurate updates in the Interact Appzone system, including tracking and resolution status of each case, as well as logging all communication and actions taken.
• Service Recovery: Process reversals of fees and charges in accordance with ADCB’s empowerment matrix and turnaround time (TAT), and maintain high service recovery standards to retain customer trust and loyalty.
• Customer Communication: Provide regular updates to customers regarding complaint status and resolution, ensuring a seamless and transparent experience.
• Data Integrity & Reporting: Ensure all case data is accurately recorded, compliant with internal standards, and supports future analysis and process improvements.
• Continuous Learning: Stay up to date with ADCB’s consumer and business banking products through regular product training.
• Quality & Compliance: Uphold documentation quality, minimize reopened cases, and ensure reversals and approvals comply with internal policies.

Preferred Qualifications & Experience

• Education: Bachelor’s degree in Banking, Economics, Business, or a related field.
• Experience: Minimum of 4 years in customer service within a financial services environment such as a branch, contact center, or service quality function.
• Skills:
  • Strong communication and interpersonal skills with a customer-first mindset.
  • Analytical thinking and problem-solving ability.
  • Familiarity with banking systems and Microsoft Office (Word and Excel).
  • Knowledge of Business Excellence Models is a plus.

What ADCB Offers

• Competitive Compensation: Transparent pay structure plus participation in rewarding variable pay schemes.
• Comprehensive Benefits:
  • Premium medical insurance and life coverage
  • Paid leave and leave travel allowance
  • Preferential loan and finance rates
  • Discounts, staff offers, and educational support (for eligible grades)
• Flexible Work Options: Work-life balance supported by hybrid and flexible arrangements, subject to eligibility.
• Career Growth: A rich learning culture with structured training, e-learning resources, and opportunities for advancement.