Officer, Digital Onboarding & Commercialization Emiratized Role

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking an Indemnities retention specialist in Abu Dhabi. You will screen customer financials, propose solutions to retain relationships, and coordinate with Credit, Collections, and Risk to minimize attrition while maintaining compliance.

The role requires strong communication, governance, and market awareness to align offerings with customer needs. You will manage EOSB cases, prepare management proposals, and ensure timely delivery of tasks and MIS reporting while

Qualifications

• Ability to screen customers' financials for credit and risk considerations.
• Knowledge of banking products and policy frameworks.
• Experience using banking systems to track cases and documents.

Responsibilities

• Screen customer financials and propose solutions to retain relationships.
• Submit management proposals for EOSB cases to preserve lending relations.
• Coordinate across units to identify risks and support retention strategies.
• Assess employment status and offer solutions with required guarantees.
• Handle Indemnities outputs and ensure proper account tagging.
• Maintain clear internal/external communications to improve experience.
• Represent Indemnities in meetings with customers as needed.
• Meet department SLAs and complete tasks timely and accurately.
• Follow up to keep EOSB processes smooth and minimize delays.
• Maintain MIS records and generate weekly/monthly KPI reports.
• Escalate risks and process breaches to management promptly.
• Maintain accurate transaction records and stay informed on market offerings.
• Ensure accuracy and confidentiality of information shared with customers.
• Perform ad-hoc duties and adhere to SOPs and service standards.

Skills

Negotiation

Product knowledge

Interpersonal skills

Teamwork

Presentation of customer perspective

Banking policies

Banking systems

Experience in same role

Job description

Summary / Introduction

Work with the Indemnities manager as a team in managing customer exit requests and identify possible ways of retention and apply the retention tools to minimize customer attrition and manage customer expectations and communications efficiently.

Summary / Introduction

Work with the Indemnities manager as a team in managing customer exit requests and identify possible ways of retention and apply the retention tools to minimize customer attrition and manage customer expectations and communications efficiently.

Key Responsibilities

• Perform primary screening into customer's financial records from a credit and risk prospective and propose solutions while working 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 EOSB are received identifying possibilities in order to be able to continue with the borrowing relationship without overexposing the bank to risk.
• Proactive retention by working with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management and other departments involved to identify the risks and potentials of a relationship in light of customer's new financial stand and attend to customer's requests.
• Assess the financial stand of the customer in light of the employment status after the final settlement from the employer is received and propose solutions and work with customers on obtaining guarantees and documents to support proposals that aim to continue the relationship.
• Carry out the operational accepts of the Indemnities department where EOSB have been received, by handling the batches received and ensuring that the alerts are put on the accounts and, when required the accounts are earmarked appropriately.
• Management of 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 all TATs 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 that the process of EOSB is running smoothly to reduce any delays and avoid complaints.
• Maintain up-to-date MIS tracking all important information pertaining to every case handled, and to analyze MIS and submit weekly / monthly statistical reports that assist in KPI and learning / improvement areas.
• Ensure that all matters where a risk or breeches of the process has been identified is escalated to the management through the proper channels.
• Maintain accurate records for all transactions of the department.
• Keep up to date with information on the market offering for individual customers through research, customer declaration, information received from BIU and other sources in order to be constantly educated on what competitors are offering to various customer segments in order to be able to align our offering and solutions accordingly.
• Ensure accuracy of information shared with customer and ensure that there is no unauthorized divulging of confidential information.
• Ad-hoc duties and administrative duties towards retention.
• Adhere to the Standard Operating Procedures, Policies, Code of Conduct and Service Standards of the bank.

Requirements / Qualifications

• Good negotiation skills
• Good understanding of the products, policies and systems.
• Interpersonal skills to efficiency interact with customers and other business units.
• Team working skills.
• Ability to present customer's perspective and ability to perform primary initial screening into customer's financial records.
• Very good understanding of product policies, features and running campaigns.
• Knowledge in Banking Systems.
• Minimum of 2 year of experience in the same role.