Officer - Solutions Hub

Dubai Islamic Bank; Ras Al Khaimah; On-site; AED 60,000 - 90,000; Full time

Job summary

Dubai Islamic Bank in Ras Al Khaimah is seeking a dedicated professional to perform day-to-day business retention activities within established policies and processes to minimize customer attrition and meet targets. The role requires working within SLA and delivering quality retention outcomes.

You will handle retention cases, contact customers by phone to understand needs, offer appropriate retention solutions, and liaise with internal stakeholders. MIS/Reports will be produced on demand.

Job description

To perform day to day Business Retention activities as per established policies and processes to minimize
customers’ attrition and achieve set target within Department set TAT and as per SLA.

Key Responsibilities:

• Handle customer retention cases in efficient & quality manner in line with the departmental framework.
• Meet assigned target efficiently as per the approved KPI’s.
• Contact customers over the phone to understand customer’s perspective/needs and recommend appropriateretention solution.
• Ensure meeting call quality standards according to the department’s framework, while contacting anycustomer for retention purposes.
• Ensure compliance with the department’s policies, procedures and SLA.
• Ensure providing the necessary services and product awareness to the customers within the approved TATwith no complaints.
• Provide necessary MIS/Reports as and when required.
• Liaise with internal stakeholders to enhance customer retention rates.
• Evaluate / Handle / Address / approve various types of after sale cases to apply the waiver authority limitsmentioned and approved in retention strategy as applicable.
• Handle Retention activity, after sales service request and rescheduling assigned to action.