وصف الوظيفة
Role Overview
Business Support Officer at ADIB, based in Abu Dhabi.
Role Purpose
Deliver Bancatakaful customer service, complaint resolution, and inquiry management in full compliance with departmental, bank, and regulatory guidelines. Manage provider authorized sales teams, drive product cross-selling, and ensure customer retention while maintaining consumer protection standards and accurate documentation.
Key Responsibilities
Customer Service & Complaint Management
- Resolve Bancatakaful customer complaints and inquiries to ensure completion within agreed TAT with accurate and timely feedback.
- Support customer retention efforts with personal involvement in complaint resolution and policy cancellation management.
- Close customer complaints and inquiries within agreed TAT and provide accurate feedback timely.
- Ensure consumer protection standards are followed with accuracy, transparency, and balanced customer communications with no pressure and over promising.
Sales & Cross-Sell Activities
- Contact referred customers through online channels and call center to cross-sell takaful products or direct them to the right channel for other banking products.
- Perform telesales activities to drive business growth.
- Control the sales process and ensure application of the advisory approach.
Team Management & Support
- Manage and control the activities of provider authorized sales team to ensure adherence to ADIB requirements and activity levels.
- Support and facilitate provider authorized sales team communication with related referral teams.
Reporting & Analysis
- Provide product head and banca with regular reports and updates on activities and results to control losses and clawback.
- Conduct periodic analysis of reports pertaining to business persistency, complaints, and cancellations.
Compliance & Documentation
- Ensure appropriate and adequate documentation for any transaction or customer request.
- Handle grace period and clawback issues to avoid clawback cases.
- Ensure appropriate documentation process.
- Ensure completeness of all mandatory ADIB and regulatory training.
- Adhere to ADIB HR policy and code of conduct.
- Adhere to laid out processes and procedures.
Professional Development
- Maintain up-to-date product knowledge and certification requirements.
Additional Duties
- Perform any assigned activity as per business need and back-up activities.
Qualifications & Experience
- Minimum 3 years of related banking experience.
Skills & Competencies
- Experience in insurance product and product development.
- Knowledge of Performance Management Drivers.
- MIS Management Skills.
- Sales and Marketing knowledge and skills.
- Strong interpersonal and analytical skills.
- Training and presentation skills.
- Communication, liaison, and problem-solving skills.
- Team player mentality.
- Computer skills.
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