Specialist- Retention Support (Emirati)

First Abu Dhabi Bank (FAB)

Company Description

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.

Job Description

Main responsibility is centralizing the process of Liability Letters Issuance under Retention

Core Responsibilities

  • Issuing of Liability letters
  • Managing customer’s inquiries relating to Letters
  • Work with other stakeholders such as CAD, Retention, Branches, Contact Centre, Complaint management team and other stakeholders on ensuring that process flow is well managed to fulfill customer’s request of the letter.
  • Vetting the issued letters and ensure that the data, figures, addressee and letter type matches the originator request.
  • Exercising signing power to officiating the letters.
  • Documenting letters and updating system on the letter issued
  • Reporting and filing.
  • Working with the mail team on ensuring that the letters are sent to customers timely.
  • Managing complaints and inquiries that may arise relating to letter issuance.
  • Point of escalation where the matter at hand may be deemed complex or requires further escalation for customer contact.
  • Reporting: carry some tasks relating to data capturing, presenting MIS and helping the manager in forming department presentation.
  • Delegation from team manager, where the manager may delegate tasks relating to projects, signoffs and dealing with VIP customer, attending meeting on behalf of team manager…etc.
  • Supervisory role where can assist in training of staff and monitoring the overall work if necessary.
  • SPOC to assist when needed with other stakeholders or in case of projects relating to the team’s area of work.
  • Access rights: maker/checker access right as needed.


  • Good negotiation skills
  • Good understanding of the products, policies and systems,
  • Interpersonal skills to efficiency interact with customers and other business units.
  • Team working skills
  • Ability to present customer’s perspective and ability to perform primary initial screening into customer’s financial records.
  • Very good understanding of product policies, features and running campaigns.
  • Knowledge in Banking Systems.
  • Minimum of 2 year of experience in the same role

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