RB-Alternate Distribution-BBD - Tele Caller Outsource

Role : Tele Caller - BBD
Location : Dubai                            

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.
    
Key Accountabilities of the role      

• Service      :  Satisfactory level of Service.
• Revenue:      Account Funding Activation Rate
• Quality and Control  : Call Quality Score, Tracker Accuracy & Case Closure Rate, Average Handling Time.

Specialist Skills / Technical Knowledge Required for this role:
 

• Welcome Call & Customer Engagement:

• 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
• Provide a brief overview of the products and services available and confirm:
  • Receipt of cheque book and debit card
  • Activation of ADIB Direct (online banking) and IVR services
  • Ensure all core banking services are operational and accessible.
  • Offer assistance in navigating digital platforms and answer any initial queries to ensure a smooth start to the banking relationship.
  • Establish a positive first impression and build rapport to encourage long-term engagement and account activity

• Customer Experience Assessment:

• Obtain feedback regarding the account opening journey and overall onboarding experience.
• Escalate any service-related concerns or adverse feedback to the Team Leader for prompt resolution and continuous enhancement of service standards.

• Customer Education & Product Awareness:

• Educate customers on how to utilize ADIB’s digital platforms and services effectively.
• Promote awareness of foreign exchange (FX) capabilities and assist customers in initiating FX transactions.
• Highlight value-added services including bill payments, fund transfers, and account management tools.

• Relationship Management Identification:

• Assess customer profiles based on average account balances, trade volumes, and FX activity.
• Recommend assignment to a dedicated Relationship Manager (RM) or Virtual RM where applicable to enhance service delivery.

• Account Activation & Funding Monitoring:

• Ensure customers begin funding their accounts within the expected timeframe.
  • Encourage active usage of the account to ensure engagement and retention.
• Lead Generation & Cross-Selling:
  • Identify potential cross-sell opportunities for products.
  • Refer qualified leads to the relevant sales or RM teams for follow-up.

• Compliance & Documentation:

• 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.
• 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.

• Specialist Skills / Technical Knowledge Required for this role:

• Excellent communication and interpersonal skills
• Strong customer service orientation with attention to detail
• Familiarity with banking products, digital platforms, and FX services
• Ability to manage multiple customer interactions efficiently
• Proficiency in Arabic and English
• Prior experience in banking or customer service roles is an advantage