• ADIB Careers | Rehab & Retention Receptionist & Help Desk, Abu Dhabi

    ADIB Careers | Rehab & Retention Receptionist & Help Desk, Abu Dhabi

    Location: United Arab Emirates

    Job Description

    Receptionist will be the first point of contact for the unit and will provide administrative support across the unit. He / She will handle the flow of people through the business and ensure that all receptionist responsibilities are completed accurately and delivered with high quality and in a timely manner. He / She will be backup for the Quality Officer. Reports direct to : Senior Analytical Officer.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Serve visitors by greeting, welcoming, directing and announcing them appropriately.

    • For Rehab requests screening the case before assigning it to the specialist through checking and confirming that customer’s current DSR is above 50% (30% for pensions) – and update the Rehab Master sheet.

    • Handle Rehab & Retention e-mails as appropriate through responding to the sender or forwarding it to the concern staff.

    • Answer and forward any incoming phone calls and inquiries while providing basic information when needed.

    • Receive, sort, and distribute daily mail/deliveries/ and couriers.

    • Demonstrate full and up to date knowledge of ADIB’s products, policies and procedures as measured in semiannual written evaluations.

    • Perform any other responsibilities entrusted by ADIB Management from time to time.

    • RESPONSIBILITIES as Quality Officer Backup :

    • To preform complaint validation check on daily, weekly, or monthly basis against Rehab & retention team. Maintain records of activity and required feedback.

    • Periodically review track, monitor Pending cases, and ensure to support the agents and Team leaders to reduce number of pending & complaints.

    • Handle and process NLCs cases, which sent though MIS such as settlement from other banks, PDCs, Collection. Etc.

    • 20% call back activities for all issued LCs previous month cases belong to UAE Customers with outstanding > 1M.

    • 50% of call back activity for issued NLC previous month cases belong to customers with salary > 30K.

    • Results Required

    • Support Rehab and Retention Agents to finalize and complete their tasks..

    • Answer inquires received by phone or e-mail to help to avoid any complaints.

    • Contribute positively in the daily Retention activities

    • Improve communication branches, collection, call center & BOQM as being internal customers.

    • Identifying solutions and assisting management in working out creative solutions.

    • Compliance of policies & procedures – Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.

    Job Requirements

    • Proven working experience in a front office handling receptionist responsibilities.

    • Proficient with Microsoft Office suite.

    • Professional appearance.

    • Solid communication skills both written and verbal.

    • Ability to be resourceful and proactive in dealing with issues that may arise.

    • Ability to organize, multitask, prioritize and work under pressure.

    • Detailed knowledge of ADIB’s Retail Banking credit products & services.

    • Broad knowledge of ADIB’s Retail Credit & Operational Policies & Procedures

    • Good Knowledge of UAE banking practices , regulations & risks

    • Strong command of Arabic & English language

    • Minimum 2 years banking experience in the U.A.E

    Job Details

    Company: Abu Dhabi Islamic Bank - ADIB

    Employment Type: Full-time

    Job Location: Abu Dhabi, United Arab Emirates

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