Officer- National Loan Retention (Emiratized)

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.

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

• Facing the customer in the branch and assist the customer in filling out the applications/forms.
• Collect different document from the customer and ensure the correctness/validity of the documents provided by the customers.
• Verify the original seen document.
• Explain to the customer the approvals details (FDD, IR, loan amount, Bullet loan,..)
• Ensure that all cases are log and updated in NL MIS .
• Send the original document and coordinate with different department in order to push the case for disbursal.
• Scan & Upload the original document in DMS system.
• Gather Data related to customer complaints or competitors offers.
• Propose solutions.
• Negotiate with customers.
• Handling customer in the branches.
• Provide excellent customer services and ensure customer satisfaction.
• Explain customer about bank products and benefit.
• Work with other department until the customer’s request finalize.
• Communicate with customer and employees, to get to know customer problems/ requests.
• Provide reports to management.
• Assist and support other Retention officer if required.
• Increase in customer retention
• Growth in total portfolio revenue
• Client satisfaction index
• Adherence to policies, processes, and procedures of FAB
• 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

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