Senior Officer - Telesales Digital Fulfillment

Abu Dhabi Commercial Bank; United Arab Emirates; Remote; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Senior Officer for Telesales Digital Fulfilment. The ideal candidate should have at least 4 years of experience in banking telesales or digital fulfilment, alongside a Bachelor's degree in Business Administration or Marketing. Responsibilities include executing telesales requests and managing sales leads to ensure compliance with internal policies. This role offers a competitive salary and a comprehensive benefits package, including flexible working options.

Benefits

Competitive Salary

Comprehensive Benefits Package

Flexible Working Options

Learning and Development Opportunities

Qualifications

• At least 4 years of experience in banking telesales or digital fulfilment.
• Knowledge of telesales processes and digital fulfilment workflows.
• Understanding of banking products and regulatory compliance.

Responsibilities

• Execute fulfilment of telesales requests by validating customer information.
• Track and manage sales leads received through digital channels.
• Conduct verification calls and obtain necessary documentation.
• Monitor fulfilment queues and system dashboards.
• Ensure fulfilment activities adhere to internal policies and regulations.
• Generate and analyse fulfilment reports to track performance metrics.
• Respond to customer queries related to telesales fulfilment.
• Collaborate with internal teams and external vendors.
• Adhere to organisational and departmental policies and procedures.
• Deliver the Bank’s required levels of service in all interactions.

Skills

Communication skills

Persuasion skills

Attention to detail

Analytical capabilities

Problem-solving skills

Education

Bachelor's Degree in Business Administration or Marketing

Intermediate/Graduate Degree

Tools

CRM systems

MS Office tools

Job description

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Description:

Senior Officer – Telesales Digital Fulfilment

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

The Retail Banking Group (RBG) supports retail and micro‑business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include

• Telesales Fulfilment Execution- Execute fulfilment of telesales requests by validating customer information and coordinating with relevant teams to ensure timely and accurate processing of applications
• Lead Management- Track and manage sales leads received through digital channels to ensure proper documentation and follow‑up for conversion
• Customer Verification- Conduct verification calls and obtain necessary documentation to ensure compliance with regulatory and internal requirements
• Process Monitoring- Monitor fulfilment queues and system dashboards to identify delays or errors and take corrective actions to maintain service levels
• Compliance and Risk- Ensure fulfilment activities adhere to internal policies, procedures and regulatory guidelines to mitigate operational risk
• Reporting and MIS- Generate and analyse fulfilment reports to track performance metrics and identify areas for improvement
• Customer Support- Respond to customer queries related to telesales fulfilment and provide resolution or escalation as required
• Stakeholder Coordination- Collaborate with internal teams and external vendors to ensure fulfilment processes are aligned and executed effectively
• Policies, Processes, Systems and Procedures- Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Customer Service- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 4 years of experience in banking telesales or digital fulfilment within the financial services industry
• Bachelor’s Degree in Business Administration, Marketing or related field
• Intermediate/Graduate Degree
• Knowledge of telesales processes and digital fulfilment workflows
• Understanding of banking products and regulatory compliance
• Strong communication and persuasion
• Proficiency in CRM systems and MS Office tools
• Attention to detail and ability to manage multiple tasks
• Analytical and problem‑solving capabilities

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 16500– AED 23500 per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market‑leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work‑life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor‑led courses, a comprehensive e‑Learning catalog, on‑the‑job training and professional development programmes.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.