Officer – Debt Counselling & Retention

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

Job DescriptioN - Officer – Debt Counselling & Retention

Purpose of the Role

The Officer – Debt Counselling & Retention supports customer retention efforts by assisting customers facing financial challenges, providing basic debt counselling guidance, and ensuring a positive customer experience. The role focuses on maintaining customer satisfaction, reducing churn, and supporting the development of sustainable repayment solutions in line with regulatory guidelines and internal policies.

Key Responsibilities

Customer Retention & Engagement Area

Description

Customer Relationship Support

Assist in maintaining positive relationships with customers by understanding their needs and concerns.

Churn Reduction Assistance

Support retention initiatives by identifying at‑risk customers and assisting in implementing retention strategies.

Proactive Customer Engagement

Contact customers to raise awareness about responsible borrowing and available support programs.

Complaint Handling

Record, track, and support resolution of customer complaints, ensuring timely follow-up.

Debt Counselling & Financial Wellness

Area

Description

Debt Counselling Support

Assist customers with initial guidance on repayment options and elevate complex cases to the Manager.

Customer Financial Wellness Support

Conduct preliminary assessments of customer financial situations and provide basic recommendations under supervision.

Data Collection & Basic Analysis

Gather customer information, update records, and provide basic insights to support decision‑making.

Reporting, Process & Team Support

Description

KPI Reporting Support

Assist in tracking retention metrics and preparing basic reports for management review.

Process Support

Support workflow improvements and assist in implementing updated procedures.

Team Coordination

Work closely with the Manager and team members to ensure smooth operations and timely case handling.

Continuous Improvement

Proactively stay informed on industry trends, emerging practices, and market developments to drive continuous enhancement of individual and departmental performance.

Risk, Compliance & Ethics

Area

Description

Risk & Compliance Support

Ensure all interactions and transactions comply with CBUAE regulations, UAE Bank policies, internal controls, and regulatory guidelines.

Audit & Documentation Support

Maintain accurate records and provide required documentation during internal or external audits.

Ethical Conduct

Ensure 100% adherence to UAE Bank policies, Consumer Protection standards, and CBUAE guidelines.

Ethical Code of Conduct

Foster a culture of integrity and ethical behavior within the team. Conduct regular training sessions on Ajman Bank policies, Consumer Protection, and CBUAE guidelines. Implement monitoring systems to ensure 100% adherence to ethical standards.

Mandatory Training

Attend all mandatory and organization-specific training assigned by the Human Capital Team.

Other Duties

All of the above accountabilities are included but not limited to additional or new tasks assigned by the line manager.

Job Requirements

Education

Bachelor’s degree in Management or a related field.

Experience

Minimum 2–4 years’ experience in customer service, collections, retention, or a similar role within a financial institution.

Required Skills

Customer & Interpersonal

Analytical & Operational

Compliance & Resilience

Customer Service

• 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