Senior Rehab & Retention Specialist
At a glance
Senior Retention Marketing role at ADIB Candidate Experience site. United Arab Emirates · full-time.
Pay not stated Retention Marketing salary
growthroles summary, based on the employer's posting.
What you'll do
- Check rehab requests against the stated debt-service ratio thresholds, then record the outcome in the Rehab Master sheet
- Handle Rehab and Retention inbox messages by replying or routing them to the right staff
- Answer incoming calls and customer questions, sharing basic service and procedure information
- Keep current on ADIB products, policies and procedures, with knowledge assessed through written evaluations
- Support unit administration, records and meeting logistics, and suggest ways to improve reception processes
What you bring
- You have experience handling front-office and receptionist responsibilities
- You can use Microsoft Office and communicate strongly in both Arabic and English
- You understand ADIB retail credit products, credit and operational policies, and UAE banking practices
Who this fits
This role suits someone comfortable handling customer contact, administrative work and rehab-request screening. You’ll need Arabic and English, plus knowledge of UAE banking practices and ADIB retail credit.
From the employer
Role : Senior Rehab & Retention Specialist
Location : Abu Dhabi
Role Purpose:
The Unit Receptionist & Helpdesk Officer/Agent will serve as the primary point of contact for the unit, offering comprehensive administrative support. This role involves managing the flow of visitors and ensuring that all receptionist duties are performed with precision, high quality, and efficiency.
Key Accountabilities of the role
Visitor Management: Greet, welcome, direct, and announce visitors appropriately, ensuring a positive first impression.
- Rehab Requests Screening: Screen rehab requests before assigning them to specialists by verifying that the customer's current Debt Service Ratio (DSR) is above 50% (30% for pensions) and update the Rehab Master sheet accordingly.
- Email Handling: Manage Rehab & Retention emails by responding to senders or forwarding them to the appropriate staff members.
- Call Management: Answer and forward incoming phone calls and inquiries, providing basic information when needed.
- Mail and Deliveries: Receive, sort, and distribute daily mail, deliveries, and couriers efficiently.
- Product Knowledge: Maintain comprehensive and up-to-date knowledge of ADIB’s products, policies, and procedures, as measured in semiannual written evaluations.
- Administrative Support: Provide general administrative support as required by ADIB Management.
- Customer Service: Assist customers with their inquiries and provide accurate information about services and procedures.
- Record Keeping: Maintain accurate records of visitor logs, mail distribution, and other relevant documentation.
- Event Coordination: Assist in the coordination of unit events and meetings, including scheduling, setup, and logistics.
- Continuous Improvement: Identify and suggest improvements to reception and helpdesk processes to enhance efficiency and customer satisfaction.
Specialist Skills / Technical Knowledge Required for this role:
Experience: Proven experience in front office and receptionist duties.
Technical Proficiency: Skilled in using Microsoft Office suite.
Professionalism: Maintains a professional appearance.
Communication: Strong written and verbal communication skills.
Problem-Solving: Resourceful and proactive in addressing issues.
Organizational Skills: Capable of organizing, multitasking, prioritizing, and working under pressure.
Product Knowledge: In-depth understanding of ADIB’s Retail Banking credit products and services.
Policy Knowledge: Comprehensive knowledge of ADIB’s Retail Credit & Operational Policies & Procedures.
Banking Practices: Good knowledge of UAE banking practices, regulations, and risks.
Language Skills: Strong command of both Arabic and English.
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