Officer- Card Retention

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

JOB PURPOSE

This role holder is responsible for managing and retaining customers with the effective use of retention tools. The role holder is also responsible for understanding client needs and issues and raising the points to management in order to support the development of retention programs.

Core Responsibilities

Retention & Cross sell

• Ensures assigned sales targets and budgets are met.
• Responds promptly and directly to customer issues and questions over the phone
• Promotes DF products through cross-selling
• Adherence to company’s product, credit and compliance policies as verified by Risk and Compliance Team
• Ensures strict compliance to the process and DOA in all the retention procedures
• Implement retention procedures to maintain and improve client satisfaction and demonstrates a high level of service delivery.
• Maintains and updates knowledge on all DF products and services
• Ensures accuracy of information shared with customer and ensure that there is no unauthorized divulging of confidential information.
  
  

People Management Responsibilities

• Defines goals and key performance indicators for each member of the team and ensure effective implementation of the DF performance management process
• Develops talent within the team by providing guidance and coaching to achieve the defined goals
• Drive human capital agenda and processes to ensure overall retention, productivity, development and engagement
  
  

Internal Collaboration

• Develops relationships and coordinates with other departments to meet client service expectations.
• Engages with stakeholders including Operations, Credit, Collections, Branches, and etc. to delivery timely and effective level of client experience to our clients.
  
  

Self-Management Responsibilities

• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year.
• Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.
• Adheres to the Standard Operating Procedures, Policies, Code of Conduct and Service Standards of the bank
  
  

Qualifications

Threshold Qualifications

• Good Product knowledge
• Proficiency in MS Office
• Excellent communication skills
• Good understanding of banking industry trends in the local market
• Good market awareness of product range and pricing
• Good analytical skills
  
  

Years & Nature Of Experience

• Bachelor’s Degree in Finance, Banking, Business Management or a related major field of study is required. 1-2 year of experience in banking or similar experience