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 as a team in managing customer exit requests and identifying possible ways of retention. Apply retention tools to minimize customer attrition and manage customer expectations and communications efficiently.

Key Responsibilities

Customer Retention & Solutions

• Perform primary screening into customer financial records from credit and risk perspectives and propose solutions.
• Work with customers on obtaining guarantees and documents to support proposals that aim to continue the relationship.
• Prepare and submit to management proposals for cases where End of Service Benefits are received, identifying possibilities to continue the borrowing relationship without overexposing the bank to risk.
• Assess the financial stand of the customer in light of employment status after final settlement from the employer is received and propose solutions.
• Execute proactive retention by working with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management and other departments involved to identify risks and potentials of a relationship.

Operations & Process Management

• Carry out operational aspects of the Indemnities department where End of Service Benefits have been received by handling batches received and ensuring alerts are put on accounts.
• Earmark accounts appropriately when required.
• Ensure all turnaround times of the department are met and all assigned work is completed in a timely and accurate manner.
• Follow up with other units of the bank to ensure the End of Service Benefits process runs smoothly to reduce delays and avoid complaints.
• Maintain accurate records for all transactions of the department.

Communications & Customer Experience

• Manage internal and external customer communications with an overall aim to enhance customer experience and develop solid, strong and professional communication skills.
• Represent the Indemnities department in meetings with all customers (internal and external) as and when required.
• Ensure accuracy of information shared with customers and ensure there is no unauthorized divulging of confidential information.

Reporting & Analysis

• 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 that assist in KPI and learning and improvement areas.
• Escalate all matters where a risk or breaches of process have been identified to management through proper channels.

Market & Competitive Intelligence

• Keep up to date with information on market offering for individual customers through research, customer declaration, information received from Banking Information Unit and other sources.
• Remain constantly educated on what competitors are offering to various customer segments in order to align the bank's offering and solutions accordingly.

Compliance & General Duties

• Adhere to Standard Operating Procedures, Policies, Code of Conduct and Service Standards of the bank.
• Perform ad-hoc duties and administrative duties towards retention.

Qualifications & Experience

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