Rehab and Retention Specialist (Outsource Role)

ADIB Group; Abu Dhabi; On-site; AED 111,600 - 167,400; Full time

Job summary

A leading financial institution in the UAE seeks a Rehab & Retention Specialist to support customers facing financial difficulties by providing tailored financial solutions. Responsibilities include analyzing customer proposals, managing cases, and preparing reports. The ideal candidate has 1-2 years of customer service experience, a background in business finance, and strong communication skills in both Arabic and English. This role requires a good understanding of UAE banking practices and can involve working overtime as needed.

Qualifications

• 1 to 2 years experience in a retention call center or customer service.
• Broad knowledge of ADIB's Retail Credit & Operational Policies.
• Ability to work under pressure and overtime.
• Good knowledge of UAE banking practices and regulations.
• Strong command of Arabic and English.

Responsibilities

• Analyze and review proposals to provide compliant solutions.
• Handle assigned Rehab & Retention cases end to end.
• Prepare periodic MIS reports on time.
• Monitor assigned accounts for settlement agreement compliance.

Skills

Retention skills

Communication skills

Banking practices knowledge

Computer skills

Education

Bachelor or Diploma in business finance & banking

Job description

Overview

Role: Rehab & Retention Specialist
Role Purpose: Provide full support to ADIB customers facing financial difficulties and requesting either Liability Certificate or No Liability Certificate and to offer comprehensive financial solutions which help manage the customer needs as well as maintaining an acceptable level of risk in a timely fashion and within approved polices.

Responsibilities

• Retain Customers who are asking for Liability Certificate or No Liability Certificate by offering them comprehensive solutions.
• Accurate analysis and review of proposals to provide scientific practical and compliant solutions to clients while maintaining error zero rate.
• Handle all assigned Rehab & Retention cases (LCs NLCs & Rescheduling requests) on end to end bases with the stipulated turnaround time.
• Escalate cases requiring higher DP with full analysis and recommendations to facilitate their decision making
• Meet customers daily to discuss and agree on Retention solution.
• Prepare periodic MIS reports in a timely manner within agreed review date.
• Monitor the assigned Rehab & Retention accounts to ensure that agreed settlement terms are respected and report violations to Management.
• Demonstrate full and up to date knowledge of ADIBs products policies and procedures as measured in semiannual written evaluations.
• Perform any other responsibilities entrusted by ADIB Management from time to time.

Job Conditions

• Required to work 6 days a week when necessary and required by Management.
• Required to do overtime when necessary and required by Management.
• Required to perform additional tasks when necessary and required by Management.

Results Required

Support ADIB customers facing financial difficulties and to offer comprehensive financial solutions while maintaining an acceptable level of risk.

• Support Rehab & Retention management in developing new rules procedures and policy.
• Achieve the assigned target monthly.
• Contribute positively in the daily Retention activities
• Improve communication branches collection call center & BOQM as being internal customers.
• Provide constructive comments and feedback on proposed after sales transactions including Merge & restructure requests.
• Identifying solutions and assisting management in working out creative solutions.
• Compliance of policies & procedures Comply and perform Key operational controls as required in ADIBs polices & procedures in day to day operations.

Specialist Skills / Technical Knowledge Required for this role

• 1 to 2 years experience as retention call center branch customers service or fresh graduators Bachelor or Diploma in business finance & banking.
• Broad knowledge of ADIBs Retail Credit & Operational Policies & Procedures
• Ability to work under pressure and work overtime.
• Good Knowledge of UAE banking practices regulations & risks
• Good communication skills & Strong Computer Skills
• Strong command of Arabic & English language

Required Experience: Unclear Seniority