Rehab & Retention Specialist – Customer Support

About the role

Provide full support to ADIB customers facing financial difficulties, assisting them with Liability Certificate or No Liability Certificate requests and offering comprehensive financial solutions while managing risk.

Key responsibilities

• Retain customers requesting Liability or No Liability Certificates by offering comprehensive solutions.
• Accurately analyze and review proposals to deliver compliant, practical solutions with zero error rate.
• Handle all assigned Rehab & Retention cases (LCs, NLCs, rescheduling requests) end‑to‑end within stipulated turnaround times.
• Escalate complex cases with full analysis and recommendations to senior decision‑makers.
• Meet customers daily to discuss and agree on retention solutions.
• Prepare periodic MIS reports on time and within agreed review dates.
• Monitor assigned accounts to ensure settlement terms are respected and report violations.
• Demonstrate up‑to‑date knowledge of ADIB products, policies and procedures.
• Perform any other responsibilities entrusted by ADIB Management.

Required profile

• 1–2 years experience in retention, call centre, branch customer service or recent graduate.
• Bachelor’s or Diploma in Business, Finance or Banking.
• Broad knowledge of ADIB’s retail credit and operational policies.
• Ability to work under pressure and overtime as required.
• Good knowledge of UAE banking practices, regulations and risks.
• Strong communication skills in Arabic and English.
• Strong computer skills.