Business Support Officer - Takaful

About the role

ADIB Group is hiring a Business Support Officer in Abu Dhabi, focused on Takaful (Islamic insurance) customer service and sales support. The role covers daily customer interactions, cross-selling and telesales, while keeping customers protected and compliant with bank and regulator guidelines.

Key responsibilities

• Handle customer service, complaint resolution and inquiries in line with Bancatakaful, the bank and regulator guidelines.
• Contact referred customers through online channels and the call centre to cross-sell Takaful products or guide them to the right banking products; perform telesales.
• Manage and control the provider-authorised sales team, ensuring adherence to ADIB requirements and activity levels.
• Support customer retention, including personal involvement in complaint resolution and policy cancellation.
• Facilitate communication between the provider-authorised sales team and referral teams.
• Analyse reports on business persistency, complaints and cancellations, and close complaints and enquiries within agreed turnaround times.
• Follow consumer protection standards, with accurate, transparent and balanced communication, no pressure and no over-promising.
• Maintain complete documentation for every transaction or request, stay up to date on product knowledge and certification requirements, and follow ADIB processes, HR policy and code of conduct.
• Ensure mandatory ADIB and regulatory training is completed, and handle grace period and claw-back issues to avoid claw-back cases.

Required profile

• Minimum 3 years of related banking experience.
• Experience in insurance products and product development.
• Knowledge of performance management drivers.

Required skills

• MIS management skills.
• Sales and marketing knowledge.
• Strong interpersonal and analytical skills, communication, liaison and problem-solving skills.
• Training and presentation skills.
• Computer skills.