Officer, Digital Onboarding & Commercialization Emiratized Role

Role Overview

Officer, Digital Onboarding & Commercialization (Emiratized Role) at First Abu Dhabi Bank.

Role Purpose

Work with the Indemnities manager to manage customer exit requests, identify retention opportunities, apply retention tools to minimize customer attrition, and manage customer expectations and communications efficiently.

Key Responsibilities

Customer Screening & Solutions

• Perform primary screening into customer financial records from credit and risk perspectives.
• Propose solutions while working with customers on obtaining guarantees and documents to support proposals that continue the relationship.
• Assess the financial stand of the customer in light of employment status after final settlement from employer is received.

Retention & Relationship Management

• Prepare and submit to management proposals for cases where End of Service Benefits (EOSB) are received, identifying possibilities to continue the borrowing relationship without overexposing the bank to risk.
• Conduct proactive retention by working with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management and other departments to identify risks and potentials of a relationship in light of the customer's new financial stand.
• Attend to customer requests and work toward solutions that continue the relationship.
• Keep up to date with market offerings for individual customers through research, customer declaration, information received from Banking Investigation Unit and other sources.
• Align our offering and solutions to match what competitors are offering to various customer segments.

Operations & Compliance

• Carry out operational aspects of the Indemnities department where EOSB has been received by handling batches and ensuring alerts are placed on accounts.
• Earmark accounts when required.
• Ensure all Turnaround Time targets of the department are met.
• Ensure all assigned work is completed in a timely and accurate manner.
• Maintain accurate records for all transactions of the department.
• Adhere to Standard Operating Procedures, Policies, Code of Conduct and Service Standards of the bank.
• Ensure accuracy of information shared with customers.
• Ensure no unauthorized divulging of confidential information.

Communications & Stakeholder Management

• Manage internal and external customer communications with overall aim to enhance customer experience.
• Develop solid, strong and professional communication skills.
• Represent the Indemnities department in meetings with all customers (internal and external) as required.

Monitoring & Reporting

• Follow up with other units of the bank to ensure the EOSB process runs smoothly to reduce delays and avoid complaints.
• Maintain up-to-date Management Information System tracking all important information pertaining to every case handled.
• Analyze Management Information System and submit weekly and monthly statistical reports.
• Assist in Key Performance Indicator tracking and learning and improvement areas.
• Ensure that all matters where a risk or breach of process has been identified is escalated to management through proper channels.

Additional Duties

• Perform ad-hoc duties and administrative duties towards retention.

Qualifications & Experience

• Minimum of 2 years of experience in the same role.
• Good understanding of banking products, policies and systems.
• Ability to perform primary initial screening into customer financial records.
• Very good understanding of product policies, features and running campaigns.
• Knowledge in Banking Systems.

Skills & Competencies

• Good negotiation skills.
• Interpersonal skills to efficiently interact with customers and other business units.
• Team working skills.
• Ability to present customer perspective.