Business Support Officer

Tanqeeb; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

Tanqeeb in Abu Dhabi seeks a Business Support Officer to handle Bancatakaful customer service, complaints, and inquiries. You will support product heads with regular reporting and help drive cross-sell initiatives through online channels and call centers.

The role requires ensuring adherence to ADIB guidelines, regulatory training, documentation, and consumer protection standards. A background in banking with insurance product knowledge is valued.

Qualifications

• Experience in insurance product development is preferred.
• Strong MIS and analytics capabilities.
• Solid sales/marketing knowledge with customer focus.
• Excellent interpersonal and communication skills.
• Training and presentation abilities are essential.
• Team player who can liaise across departments.
• Proficient computer skills and office software.
• Knowledge of banking and regulatory guidelines is beneficial.

Responsibilities

• Provide Bancatakaful customer service and resolve complaints per guidelines.
• Prepare and present regular reports to monitor activities and control losses.
• Cross-sell takaful products via online channels and call center; direct customers to proper channels.
• Oversee provider authorized sales team to meet ADIB requirements and activity levels.
• Engage in customer retention and resolve complaints with timely feedback.
• Coordinate with referral teams to support sales activity and communications.
• Periodically analyze reports on persistency, complaints and cancellations.
• Ensure all transactions and requests are well documented and compliant with policies.
• Maintain up-to-date product knowledge and complete required training.

Skills

MIS Management

Sales & Marketing

Interpersonal skills

Training & Presentation

Communication

Teamwork

Computer Skills

Insurance Products

Job description

Job description

Role : Business Support Officer

Location : Abu Dhabi

Key Accountabilities of the role

• Daily activities: Bancatakaful customer service, complaint resolution, customer inquiries etc. to ensure they are completed in compliance with the guidelines defined by the Bancatakaful department, the bank and the regulators.
• Provide product head, banca with regular reports and update on the activities and results to control losses and clawback.
• Daily activities: to contact referred customer though online channels and call center to cross sell takaful products or to direct the customer to the right channel for other banking products. Also, performing telesales activities.
• Manage and control the activities of provider authorized sales team to ensure their adherence to ADIB requirements and activity levels.
• Customer retention efforts with personal involvement in complaint resolution, and policy cancelation
• Support and facilitate provider authorized sales team communication with related referral teams.
• Periodic analysis of reports pertaining to business persistency, complaints and cancellations.
• Ensure closing customer complaints and enquiries 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.
• Ensure appropriate and adequate documentation for any transaction or customer request.
• Ensure to be up to date with product knowledge and certification requirements.
• Adhering to laid out processes and procedures.
• Perform any assigned activity as per the business need and back up activities.
• Ensure completeness of all mandatory ADIB and regulatory training.
• Adhere to ADIB HR policy and code of conduct

Control and Risk Mitigation

• Ensuring appropriate documentation Process
• Handle grace period /claw back issues to avoid claw back cases
• Control the sales process and ensure to apply the advisory approach

Specialist Skills / Technical Knowledge Required for this role:

• Experience in insurance product and product development
• Knowledge of Performance Management Drivers
• MIS Management Skills
• Sales/ Marketing Knowledge & Skills
• Strong interpersonal and analytical skills
• Training & Presentation skills
• Communication, Liaison and problem solving Skills
• Team player
• Computer Skills

Previous experience

• Minimum 3 years of related banking experience