RB-Alternate Distribution-BBD - Tele Caller (Outsource)

<div><h3>Description</h3><p>Role: Tele Caller - BBD</p><p>Location: Dubai</p><p>Role Purpose: To enhance the post-account opening experience for ADIB customers by ensuring activation of essential banking services educating clients on available financial solutions and identifying relationship management opportunities to drive engagement and account utilization.</p><h3>Key Accountabilities of the role</h3><ul><li>Service: satisfactory level of service.</li><li>Revenue: account funding activation rate.</li><li>Quality and Control: call quality score tracker accuracy&case closure rate average handling time.</li></ul><h3>Specialist Skills / Technical Knowledge Required for this role</h3><ul><li>Welcome Call&Customer Engagement:<ul><li>Initiate a personalized welcome call to newly onboarded customers to introduce them to ADIB’s suite of banking services and reinforce the bank’s commitment to customer satisfaction.</li><li>Provide a brief overview of the products and services available and confirm:<ul><li>Receipt of cheque book and debit card.</li><li>Activation of ADIB Direct (online banking) and IVR services.</li><li>Ensure all core banking services are operational and accessible.</li><li>Offer assistance in navigating digital platforms and answer any initial queries to ensure a smooth start to the banking relationship.</li><li>Establish a positive first impression and build rapport to encourage long‑term engagement and account activity.</li></ul></li></ul></li><li>Customer Experience Assessment:<ul><li>Obtain feedback regarding the account opening journey and overall onboarding experience.</li><li>Escalate any service‑related concerns or adverse feedback to the Team Leader for prompt resolution and continuous enhancement of service standards.</li></ul></li><li>Customer Education&Product Awareness:<ul><li>Educate customers on how to utilize ADIB’s digital platforms and services effectively.</li><li>Promote awareness of foreign exchange (FX) capabilities and assist customers in initiating FX transactions.</li><li>Highlight value‑added services including bill payments, fund transfers and account management tools.</li></ul></li><li>Relationship Management Identification:<ul><li>Assess customer profiles based on average account balances, trade volumes and FX activity.</li><li>Recommend assignment to a dedicated Relationship Manager (RM) or Virtual RM where applicable to enhance service delivery.</li></ul></li><li>Account Activation&Funding Monitoring:<ul><li>Ensure customers begin funding their accounts within the expected timeframe.</li><li>Encourage active usage of the account to ensure engagement and retention.</li></ul></li><li>Lead Generation&Cross‑Selling:<ul><li>Identify potential cross‑sell opportunities for products.</li><li>Refer qualified leads to the relevant sales or RM teams for follow‑up.</li></ul></li><li>Compliance&Documentation:<ul><li>Maintain comprehensive records of all customer interactions including call details and feedback. Ensure timely follow‑up and closure of all cases to uphold service standards and operational efficiency.</li><li>Conduct all communications in a professional manner strictly adhering to regulatory guidelines and following the approved call scripts to ensure consistency, compliance and quality in customer engagement.</li></ul></li><li>Specialist Skills / Technical Knowledge Required for this role:<ul><li>Excellent communication and interpersonal skills.</li><li>Strong customer service orientation with attention to detail.</li><li>Familiarity with banking products, digital platforms and FX services.</li><li>Ability to manage multiple customer interactions efficiently.</li><li>Proficiency in Arabic and English.</li><li>Prior experience in banking or customer service roles is an advantage.</li></ul></li></ul></div>#J-18808-Ljbffr