Business Support Officer

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 72,000 - 120,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi is seeking a Business Support Officer to handle Bancatakaful customer service, complaint resolution, and inquiries, ensuring compliance with bank and regulatory guidelines.

The role involves cross-selling takaful products via online channels and call center, supervising provider sales teams, and driving customer retention through complaint resolution and policy management.

Qualifications

• Experience in insurance product and product development.
• MIS Management Skills.
• Sales/ Marketing Knowledge & Skills.
• Strong interpersonal and analytical skills.
• Training & Presentation skills.

Responsibilities

• Provide product head, banca with regular reports and update on the activities and results to control losses and clawback.
• Daily activities: contact referred customers through online channels and call center to cross sell takaful products or direct customers to the right channel for other banking products; telesales activities.
• Manage and control the activities of provider authorized sales team to ensure adherence to ADIB requirements and activity levels.
• Customer retention efforts with personal involvement in complaint resolution and policy cancellation.
• 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.

Skills

Interpersonal skills

Analytical skills

Communication

Training & Presentation

Team player

Computer skills

Job description

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