Officer, Digital Onboarding & Commercialization Emiratized Role

Work with the Indemnities manager as a team in managing customer exit requests and identify possible ways of retention to 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 perspective 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 to continue the borrowing relationship without overexposing the company to risk.
• Proactive retention by collaborating with Credit, Collections, Inward Remittances, Operations, Risk, branches, relationship management, and other departments to identify risks and potentials of a relationship in light of the customer's new financial status, addressing customer requests effectively.
• Assess the customer's financial standing based on employment status after settlement from the employer, proposing solutions and assisting in obtaining guarantees and documents to support retention efforts.
• Handle operational aspects of the Indemnities department for received EOSB, managing batches, ensuring alerts are applied to accounts, and earmarking accounts when necessary.
• Manage internal and external customer communications to enhance customer experience while developing strong and professional communication skills.
• Ensure all TATs of the department are met, with assigned tasks completed in a timely and accurate manner.
• Follow up with other bank units to ensure smooth EOSB processing, reducing delays and complaints.
• Maintain up-to-date MIS tracking all important information related to every handled case, analyzing MIS to submit weekly/monthly statistical reports assisting in KPI and improvement areas.
• Escalate all identified risks or breaches of processes to management through proper channels.
• Maintain accurate records of all departmental transactions.
• Stay informed about market offerings for individual customers through research and insights to align our offerings and solutions accordingly.
• Ensure accuracy of information shared with customers, maintaining confidentiality.
• Perform ad-hoc and administrative duties related to retention efforts.
• Adhere to the Standard Operating Procedures, Policies, Code of Conduct, and Service Standards of the company.

Requirements

• Good negotiation skills
• Strong understanding of products, policies, and systems
• Interpersonal skills for effective interactions with customers and other business units
• Teamwork skills
• Ability to present customer's perspectives and perform primary initial screenings into financial records
• Very good understanding of product policies, features, and campaigns
• Knowledge of Banking Systems
• Minimum of 2 years of experience in a similar role.