Customer Retention Officer - Indemnities

Customer Retention Officer - Indemnities Job Snapshot Role: Customer Retention Officer - Indemnities Location: Abu Dhabi, United Arab Emirates Industry: Banking Function: Customer Support-Client Care Experience: Minimum 2 years Job Type: Full-time Position Overview Customer Retention Officer - Indemnities in Abu Dhabi, United Arab Emirates is a Banking opportunity with First Abu Dhabi Bank focused on managing customer exit cases, reducing attrition, assessing post-employment financial exposure, and identifying suitable retention solutions.

The role works closely with customers and internal teams to evaluate End of Service Benefits cases, maintain credit discipline, coordinate account actions, and preserve valuable banking relationships without exposing the Bank to unacceptable risk. Job Details Country: United Arab Emirates City: Abu Dhabi Industry: Banking Function: Customer Support-Client Care Salary: 9000-14000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any Candidate Nationality: Any Job Type: Full-time Role Context The Customer Retention Officer supports the Indemnities function in handling customers whose employment circumstances or final settlements may affect existing borrowing relationships. The position combines customer engagement, preliminary credit assessment, retention planning, operational processing, and coordination with multiple banking functions.

The role evaluates whether customer relationships can continue safely after End of Service Benefits are received, proposes appropriate retention options, and ensures required guarantees, supporting documents, account controls, and internal approvals are properly managed. Key Responsibilities * Work closely with the Indemnities Manager on customer exit and retention cases. * Review customer financial records from an initial credit and risk perspective.

* Assess the effect of employment changes on existing borrowing relationships. * Identify potential solutions that may allow the Bank to retain eligible customers. * Discuss possible retention arrangements with customers based on their updated financial position. * Obtain supporting guarantees, financial information, and documentation required for retention proposals. * Prepare management proposals for cases where End of Service Benefits have been received.

* Identify options for continuing lending relationships without creating excessive credit exposure. * Evaluate customer repayment capability after final settlement from the employer. * Recommend suitable account or facility treatment based on available financial information. * Coordinate retention decisions with Credit, Risk, Collections, Operations, Inward Remittances, branches, and Relationship Management.

* Engage relevant internal units to understand the risks and commercial potential of each customer relationship. * Follow up customer requests until an appropriate resolution is reached. * Support proactive retention of customers who remain suitable for continued banking relationships. * Handle operational processing related to End of Service Benefits cases. * Review batches received by the Indemnities department.

* Ensure required alerts are placed correctly on affected customer accounts. * Arrange account earmarking where required in line with approved procedures. * Monitor affected accounts and ensure operational actions are completed accurately. * Coordinate internal and external customer communications throughout the retention process. * Explain required documentation, account status, and next steps clearly to customers.

* Maintain professional communication during potentially sensitive customer exit situations. * Represent the Indemnities department in meetings with internal and external customers when required. * Manage customer expectations while balancing service quality and risk requirements. * Ensure all departmental turnaround times are consistently achieved. * Complete assig