Debt Counseling & Retention Specialist

Dautom; Ajman; On-site; AED 78,000 - 112,000; Full time

Job summary

Ajman Bank is seeking an Officer – Debt Counselling & Retention to support customer retention efforts by providing basic debt guidance and ensuring a positive experience within regulatory guidelines. The role emphasizes reducing churn and developing sustainable repayment options.

You will work with the Manager and team to identify at‑risk customers, collect data, and assist in reporting while upholding high ethical standards. A Bachelor’s degree and 2–4 years in related roles are preferred.

Qualifications

• Bachelor’s degree required in management or related field.
• Minimum 2–4 years’ experience in customer service, collections, retention, or similar role in financial institution.
• Strong communication and analytical skills, attention to detail, and regulatory awareness.

Responsibilities

• Maintain positive relationships with customers by understanding needs and concerns.
• Identify at‑risk customers and support retention strategies.
• Contact customers to raise awareness about responsible borrowing and available support programs.
• Record, track, and support resolution of customer complaints with timely follow‑up.
• Assist in KPI reporting and support workflow improvements.
• Coordinate with Manager and team for smooth operations and timely case handling.
• Stay informed on industry trends and regulatory guidelines to improve performance.

Skills

Basic Financial Analysis

Compliance Awareness

Customer Retention Techniques

Data Entry Accuracy

Risk Awareness

Communication Skills

Documentation & Reporting

Decision Making

Active Listening

Attention to Detail

Adaptability

Empathy

Problem Solving

Stress Management

Negotiation

Time Management

Team Collaboration

Conflict Resolution

Complaint Handling

Education

Bachelor’s degree in Management or a related field

Job description

Ajman Bank is seeking an Officer – Debt Counselling & Retention to support customer retention efforts by providing basic debt guidance and ensuring a positive experience within regulatory guidelines. The role emphasizes reducing churn and developing sustainable repayment options.

You will work with the Manager and team to identify at‑risk customers, collect data, and assist in reporting while upholding high ethical standards. A Bachelor’s degree and 2–4 years in related roles are preferred.