Job DescriptioN - Officer – Debt Counselling & Retention
Purpose of the Role
The Officer – Debt Counselling & Retention supports customer retention efforts by assisting customers facing financial challenges, providing basic debt counselling guidance, and ensuring a positive customer experience. The role focuses on maintaining customer satisfaction, reducing churn, and supporting the development of sustainable repayment solutions in line with regulatory guidelines and internal policies.
Key Responsibilities
Customer Retention & Engagement Area
Description
Customer Relationship Support
Assist in maintaining positive relationships with customers by understanding their needs and concerns.
Churn Reduction Assistance
Support retention initiatives by identifying at-risk customers and assisting in implementing retention strategies.
Proactive Customer Engagement
Contact customers to raise awareness about responsible borrowing and available support programs.
Complaint Handling
Record, track, and support resolution of customer complaints, ensuring timely follow-up.
Debt Counselling & Financial Wellness
Area
Debt Counselling Support
Assist customers with initial guidance on repayment options and escalate complex cases to the Manager.
Customer Financial Wellness Support
Conduct preliminary assessments of customer financial situations and provide basic recommendations under supervision.
Data Collection & Basic Analysis
Gather customer information, update records, and provide basic insights to support decision-making.
Reporting, Process & Team Support
Area
Description
KPI Reporting Support
Assist in tracking retention metrics and preparing basic reports for management review.
Process Support
Support workflow improvements and assist in implementing updated procedures.
Team Coordination
Work closely with the Manager and team members to ensure smooth operations and timely case handling.
Continuous Improvement
Proactively stay informed on industry trends, emerging practices, and market developments to drive continuous enhancement of individual and departmental performance.
Risk, Compliance & Ethics
Area
Description
Risk & Compliance Support
Ensure all interactions and transactions comply with CBUAE regulations, UAE Bank policies, internal controls, and regulatory guidelines.
Audit & Documentation Support
Maintain accurate records and provide required documentation during internal or external audits.
Ethical Conduct
Ensure 100% adherence to UAE Bank policies, Consumer Protection standards, and CBUAE guidelines.
Ethical Code of Conduct
Foster a culture of integrity and ethical behavior within the team. Conduct regular training sessions on Ajman Bank policies, Consumer Protection, and CBUAE guidelines. Implement monitoring systems to ensure 100% adherence to ethical standards.
Mandatory Training
Attend all mandatory and organization-specific training assigned by the Human Capital Team.
Other Duties
All of the above accountabilities are included but not limited to additional or new tasks assigned by the line manager.
Job Requirements
Education
Bachelor’s degree in Management or a related field.
Experience
Minimum 2–4 years’ experience in customer service, collections, retention, or a similar role within a financial institution.
Required Skills
Customer & Interpersonal
Analytical & Operational
Compliance & Resilience
Customer Service
- Basic Financial Analysis
- Compliance Awareness
- Customer Retention Techniques
- Data Entry Accuracy
- Risk Awareness
- Communication Skills
- Documentation & Reporting
- Decision Making
- Active Listening
- Attention to Detail
- Adaptability
- Empathy
- Problem Solving
- Stress Management
- Negotiation
- Time Management
- Team Collaboration
- Conflict Resolution
- Complaint Handling
