Officer, Digital Onboarding & Commercialization Emiratized Role

SUMMARY / INTRODUCTION

Work with the Indemnities manager as a team in managing customer exit requests and identify possible ways of retention and apply the retention tools to minimize customer attrition and manage customer expectations and communications efficiently.

KEY RESPONSIBILITIES

• Perform primary screening into customer's financial records from a credit and risk prospective and propose solutions while working with customers on obtaining guarantees and documents to support proposals that aim to continue the relationship.
• Prepare and submit to management proposals for cases where EOSB are received identifying possibilities in order to be able to continue with the borrowing relationship without overexposing the bank to risk.
• Proactive retention by working with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management and other departments involved to identify the risks and potentials of a relationship in light of customer's new financial stand and attend to customer's requests.
• Assess the financial stand of the customer in light of the employment status after the final settlement from the employer is received and propose solutions and work with customers on obtaining guarantees and documents to support proposals that aim to continue the relationship.
• Carry out the operational accepts of the Indemnities department where EOSB have been received, by handling the batches received and ensuring that the alerts are put on the accounts and, when required the accounts are earmarked appropriately.
• Management of internal and external customer communications, with an overall aim to enhance customer experience and develop solid, strong and professional communication skills.
  Represent the Indemnities department in meetings with all customers (internal and external) as and when required.
• Ensure all TATs of the department are met and all assigned work is completed in a timely and accurate manner.
• Follow up with other units of the bank to ensure that the process of EOSB is running smoothly to reduce any delays and avoid complaints.
• Maintain up-to-date MIS tracking all important information pertaining to every case handled, and to analyze MIS and submit weekly / monthly statistical reports that assist in KPI and learning / improvement areas.
• Ensure that all matters where a risk or breeches of the process has been identified is escalated to the management through the proper channels.
• Maintain accurate records for all transactions of the department.
• Keep up to date with information on the market offering for individual customers through research, customer declaration, information received from BIU and other sources in order to be constantly educated on what competitors are offering to various customer segments in order to be able to align our offering and solutions accordingly.
• Ensure accuracy of information shared with customer and ensure that there is no unauthorized divulging of confidential information.
• Ad-hoc duties and administrative duties towards retention.
• Adhere to the Standard Operating Procedures, Policies, Code of Conduct and Service Standards of the bank.

REQUIREMENTS / QUALIFICATIONS

• Good negotiation skills
• Good understanding of the products, policies and systems.
• Interpersonal skills to efficiency interact with customers and other business units.
• Team working skills.
• Ability to present customer's perspective and ability to perform primary initial screening into customer's financial records.
• Very good understanding of product policies, features and running campaigns.
• Knowledge in Banking Systems.
• Minimum of 2 year of experience in the same role.