Abu Dhabi Islamic Bank – Egypt (ADIB Egypt) has announced job openings in several fields, including Customer Experience Officer and Remittance & E-Finance Officer – Operations Dept., setting out the academic qualifications, work experience and skills required for each role.

1. Customer Experience Officer

Duties and Responsibilities

  • Monitor customer journeys, service levels and compliance with the bank's standards across departments and staff, through the various channels for delivering banking services and products.

  • Work with relevant stakeholders and departments to develop action plans to improve customer journeys and raise satisfaction levels, and follow up on their implementation through to completion.

  • Adhere to the bank's standards and ensure monthly, quarterly and annual targets are met.

  • Work with the customer insights team to set the action plans needed to address the main issues customers face each month, quarter and year across the various banking service and product channels.

  • Communicate with relevant departments to pass on customer feedback, insights and any related information, helping to deliver an outstanding customer experience.

  • Work with stakeholders to improve the monthly key performance indicators of branches, service delivery units (DSUs) and other service channels, ensuring targets are met and the customer experience improves continuously.

  • Follow up on the implementation of plans to improve customer journeys and raise satisfaction levels, in cooperation with relevant departments, through to completion.

  • Analyse the root causes of negative experiences across the various banking service and product channels, and work with relevant departments to take the necessary preventive action.

  • Propose new ideas to improve and develop services.

  • Take part with team members in service development projects aimed at improving the customer experience.

  • Make calls to assess the quality of complaint handling after closure, to confirm the efficiency of the resolution process and the effectiveness of escalation mechanisms, and to control how long complaints remain unresolved.

  • Ensure continuous follow-up on service issues until they are fully resolved or escalated to the appropriate parties.

  • Prepare monthly indicators and reports measuring service levels across the main service and product channels, showing the impact of improvement initiatives.

  • Visit branches to assess service quality and customer satisfaction levels, ensuring excellence in banking service delivery and an improved customer experience.

  • Carry out any other tasks assigned.

Requirements

  • Education: A university degree in business administration, marketing, finance, economics or a related field.

  • Experience: At least 3 years of previous experience in customer experience or customer service in a services sector, such as banking or telecoms.

Required Skills

  • Excellent analytical skills and the ability to turn figures and data into practical action.

  • Initiative and problem-solving ability.

  • Customer service skills.

  • Knowledge of the bank's products and the procedures of its various service channels.

  • The ability to work in a team.

  • Strong interpersonal and communication skills in English, spoken and written.

  • Excellent presentation skills.

  • Proficiency in Microsoft Office, including Word, Excel, PowerPoint and Outlook.

For more details and to apply for the job, click here.

2. Remittance & E-Finance Officer – Operations Dept.

Duties and Responsibilities

  • Help improve the efficiency and effectiveness of workflow within the office.

  • Act as a checker, take part in team evaluation and give feedback when needed.

  • Take part in preparing the quarterly RSCA sample.

  • Prepare periodic analytical reports in line with set deadlines and requirements.

  • Process all incoming and outgoing payments in local and foreign currencies through all relevant applications and systems.

  • Execute incoming and outgoing transfers efficiently and on time.

  • Review all messages related to incoming and outgoing transfers using the SWIFT and ACH systems.

  • Follow up on clearing pending items and outstanding dues, and carry out the necessary reconciliations, adjustments and corrective actions.

  • Review ADIB Remit and E-Finance transactions, as well as non-trade foreign exchange (Non-Trade FX) transactions.

  • Process free-format SWIFT messages for the unit's inquiries and investigations, and issue all related SWIFT messages.

  • Review daily reconciliations of general ledger (GL) accounts, Central Bank of Egypt accounts and correspondent bank accounts.

  • Post the required accounting entries.

  • Ensure all documents are fully recorded and securely kept.

  • Take part in relevant user acceptance testing (UAT) and review the results to ensure correct implementation.

  • Respond promptly to all inquiries from relevant units, departments, branches and correspondent banks.

  • Take part in user acceptance testing (UAT) and review its results to ensure correct implementation, as set out in the job responsibilities.

  • Handle incoming complaints in cooperation with the customer protection, compliance and governance functions, in line with policies, procedures and the set service level agreements (SLA).

  • Carry out any other tasks assigned.

Requirements

  • Education: A bachelor's degree.

  • Experience: At least two years in a related field, preferably in banking.

Required Skills

  • Good knowledge of the bank's functions, responsibilities and procedures.

  • Very good analytical skills.

  • Excellent presentation and negotiation skills.

  • Proficiency in Microsoft Office, especially Word and Excel.

For more details and to apply for the job, click here.