Wealth Adoption Specialist Temporary 4 Months - Outsource HV

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; Sur place; AED 90 000 - 120 000; Plein temps

Résumé du poste

ADIB - Abu Dhabi Islamic Bank in Abu Dhabi seeks a Wealth Adoption Specialist to drive awareness, activation and adoption of Wealth products and digital platforms. You will support customers, conduct outbound engagement and telesales while following approved processes and compliance guidelines.

The role requires strong customer-service, communication and data-tracking skills to capture inquiries and opportunities, coordinate with teams and contribute to service improvements in a target-driven

Qualifications

• Strong customer-service and telesales abilities.
• Ability to explain digital journeys and product information clearly.
• Experience with customer inquiries, complaints, follow-up and campaigns.

Responsabilités

• Conduct outbound engagement and telesales across Wealth products.
• Explain features and onboarding requirements using approved scripts.
• Record and track inquiries, leads and outcomes in approved systems.
• Follow up opportunities per contact plans and campaigns.
• Monitor feedback and opportunities to improve products, journeys and communications.
• Prepare accurate activity and outcome updates.

Connaissances

Customer service

Telesales

Communication

Digital journeys

Lead tracking

Data privacy

Target-driven

Description du poste

Job Description:

Role: Wealth Adoption Specialist
Location: Abu Dhabi

Role Purpose:

Member of the Wealth Management Platforms and Capabilities team responsible for increasing customer awareness, activation and adoption of Wealth products and digital platforms. The role provides customer support, conducts outbound engagement and telesales activities across the Wealth product suite, follows up customer opportunities and service requests, captures and analyzes customer feedback, and coordinates with the relevant teams to support timely resolution. The role also requires working knowledge of Wealth platforms, customer journeys and processes to provide accurate guidance and identify opportunities for service and adoption improvement.

Key Accountabilities of the role

• Conduct outbound customer engagement and telesales activities across the approved Wealth product suite to support awareness, activation, adoption and funded investment opportunities.

• Explain product features, digital journeys and onboarding requirements using approved scripts, product materials and eligibility guidelines, without providing investment advice or making suitability decisions.

• Record, classify and follow up customer inquiries, complaints, feedback, leads and call outcomes in the approved systems, ensuring complete and accurate information capture.

• Follow up interested customers and pending opportunities in line with agreed contact plans, service standards and campaign priorities.

• Monitor customer responses, objections, recurring issues and reasons for non-adoption; consolidate insights and recommend opportunities to improve products, platforms, journeys and communications.

• Prepare accurate activity and outcome updates covering calls, customer responses, lead status, adoption, conversions, inquiries, complaints and key customer insights.

Demonstrate teamwork, ownership and timely completion of assigned tasks, and escalat material customer, conduct, system or process issues to the designated manager.

Specialist Skills / Technical Knowledge Required for this role:

• Strong customer-service, telesales, communication, listening and interpersonal skills
• Ability to explain digital journeys and product information clearly using approved materials
• Customer inquiry, complaint, objection and follow-up management
• Accurate call disposition, lead tracking, data capture and activity reporting
• Understanding of customer confidentiality, data privacy, conduct and escalation requirements
• Action-oriented, organized and able to work in a target-driven environment while maintaining service quality

Previous experience:

• Minimum 6 months of relevant experience in customer service, telesales, contact centre, banking, investments or digital-product support.
• Experience handling customer inquiries, complaints, follow-up activities and sales or adoption campaigns is preferred.

Requirements: