Senior Rehab & Retention Specialist

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.