Officer - Card Retention

Responsibilities

• Manage and retain card customers through effective use of retention tools and programs.
• Meet assigned sales and retention targets; promote debit/credit card products through cross-selling.
• Respond promptly to customer inquiries and resolve issues via phone with high service standards.
• Ensure strict adherence to product, credit, compliance policies and delegation of authority (DOA).
• Maintain accurate customer information and protect confidential data.
• Define goals and KPIs for team members; provide coaching and development to drive performance and engagement.
• Collaborate with Operations, Credit, Collections, Branches and other stakeholders to deliver timely client experience.
• Set personal performance goals, identify training needs and follow bank SOPs, policies and code of conduct.

Requirements

• Bachelor degree
• 1-2 years experience
• Product knowledge
• MS Office
• Communication skills
• Banking knowledge
• Analytical skills

Preferred Qualifications

• Experience in card retention or collections
• Proven cross-selling experience
• Team leadership or coaching experience
• Knowledge of local UAE market and banking trends
• Multilingual ability (Arabic/English) is an advantage

Benefits

• Competitive salary and benefits in line with bank policy
• Training and development opportunities
• Standard statutory leave and entitlements
• Health and medical benefits as per employer package

About the Company

First Abu Dhabi Bank (FAB) is an inclusive employer combining international experience with local knowledge. FAB values diverse perspectives and supports employee development through strong team relationships and managerial support. Employees are encouraged to take responsibility, contribute ideas and grow within a collaborative environment.