Rehab and Retention Specialist (Outsource Role)

Role: Rehab & Retention Specialist Role Purpose: Provide full support to ADIB customers facing financial difficulties and requesting either Liability Certificate or No Liability Certificate and to offer comprehensive financial solutions which help manage the customer needs as well as maintaining an acceptable level of risk in a timely fashion and within approved polices. Key Accountabilities of the role These are the main responsibilities of this role RESPONSIBILITIES: Retain Customers who are asking for Liability Certificate or No Liability Certificate by offering them comprehensive solutions. Accurate analysis and review of proposals to provide scientific, practical and compliant solutions to clients while maintaining error zero rate. Handle all assigned Rehab & Retention cases (LCs, NLCs, & Rescheduling requests) on end to end bases with the stipulated turnaround time. Escalate cases requiring higher DP with full analysis and recommendations to facilitate their decision making Meet customers daily to discuss and agree on Retention solution. Prepare periodic MIS reports in a timely manner within agreed review date. Monitor the assigned Rehab & Retention accounts to ensure that agreed settlement terms are respected and report violations to Management. 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. Job Conditions: Required to work 6 days a week when necessary and required by Management. Required to do overtime when necessary and required by Management. Required to perform additional tasks when necessary and required by Management. Results Required Support ADIB customers facing financial difficulties and to offer comprehensive financial solutions while maintaining an acceptable level of risk. Support Rehab & Retention management in developing new rules, procedures and policy. Achieve the assigned target monthly. Contribute positively in the daily Retention activities Improve communication branches, collection, call center & BOQM as being internal customers. Provide constructive comments and feedback on proposed after sales transactions including Merge & restructure requests. 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. Specialist Skills / Technical Knowledge Required for this role: 1 to 2 years’ experience as retention, call center, branch customer’s service, or fresh graduators, Bachelor or Diploma in business, finance & banking. Broad knowledge of ADIB’s Retail Credit & Operational Policies & Procedures Ability to work under pressure and work overtime. Good Knowledge of UAE banking practices, regulations & risks Good communication skills & Strong Computer Skills Strong command of Arabic & English language

1 to 2 years’ experience in retention, call center, branch customer service, or fresh graduates; Bachelor or Diploma in business, finance & banking; broad knowledge of ADIB’s Retail Credit & Operational Policies & Procedures; ability to work under pressure and overtime; good knowledge of UAE banking practices, regulations & risks; good communication skills; strong computer skills; fluency in Arabic & English.

Retain customers who are requesting Liability Certificates or No Liability Certificates by offering comprehensive solutions. Analyze and review proposals to provide scientifically sound, practical and compliant solutions. Handle all Rehab & Retention cases (LCs, NLCs, & Rescheduling requests) end-to-end within the stipulated turnaround time. Escalate cases requiring higher decision-making with full analysis and recommendations. Meet customers daily to discuss and agree on retention solutions. Prepare periodic MIS reports within agreed timelines. Monitor accounts to ensure settlement terms are respected and report violations. Maintain up-to-date knowledge of ADIB’s products, policies and procedures. Perform any other responsibilities as assigned by management. Work 6 days a week when necessary; overtime and additional tasks as required.