Retention Specialist

2 weeks ago


Dubai, United Arab Emirates Emirates NBD Full time
Job Description

Company Introduction

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Overview

As Retention Specialist – Home Loans at Emirates NBD, your role is to

Be responsible for enhancing the customer experience, by providing exceptional customer service and proactive solutions to existing mortgage clients. Ensuring the stability of home loan portfolio, and delivering unparalleled customer service to enhance the overall banking experience.

Responsibilities

  • Implement strategies to enhance the customer experience and reduce attrition.
  • Negotiate and ensure retaining customers complying to bank policies and regulatory requirement.
  • Assess customer's overall financials and recommend retention options to reduce attrition.
  • Managing Escalations for complex cases and working to resolve it effectively
  • Maintaining customer centric approach in the team with emphasizing the importance of accuracy, transparency and reliability
  • Ensuring cross functional training for each team members to be equipped to handle all the activities performed by the unit.
  • MIS reporting for retention as well as attrition and team performance
  • Ensure that the bank and business is never exposed to any financial or non-financial risk while the team and self is handling the activities
  • Review the case and propose for retention offer

Skills And Experience

  • Bachelor’s degree in a related field (MBA or relevant advanced degree is a plus).
  • Retail Banking experience with an emphasis on Home Loan for 2 years
  • Should possess Customer service skills, People management, Managerial & Leadership qualities and Problem Solving, Agile Thinking
  • Working effectively and building productive relationships with multifunctional resources

What We Offer You

  • Competitive salary package
  • Strong emphasis on work-life balance and wellbeing across the bank
  • World-class Learning & Development platform and career development
  • Generous annual leave entitlement and Private Healthcare
  • Preferential banking facilities for employees

Why Join Us:

  • We aspire to be an employee’s employer of choice. We believe, we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, each employee can exceed in the future of work by upskilling, building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.
  • At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. ENBD is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, however due to high volume of applicants only SHORTLISTED candidates will be contacted.


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