Officer- Retention Support

Job Purpose

The primary responsibility of this role is to manage the centralized process of Liability Letter issuance under Retention, ensuring accuracy, efficiency, and compliance. The role requires coordination across multiple internal stakeholders to ensure customer requests are fulfilled promptly and accurately.

Core Responsibilities

• Issue liability letters in line with customer requests and internal procedures.
• Handle customer inquiries related to liability letter issuance professionally and efficiently.
• Coordinate with internal stakeholders including CAD, Retention, Branches, Contact Centre, Complaint Management, and others to ensure smooth processing of requests.
• Vet all letters to ensure accuracy of data, figures, addressee, and the letter type, in alignment with the original request.
• Exercise authorized signing power to officiate issued letters.
• Maintain accurate documentation of issued letters and update internal systems accordingly.
• Ensure timely dispatch of letters in coordination with the mail team.
• Address and resolve complaints or escalations related to liability letters in a timely and professional manner.
• Contribute to maintaining a high client satisfaction index through efficient service and communication.
• Ensure full adherence to FAB policies, procedures, and regulatory guidelines.
• Operate within the framework of Group policies and the established governance structure.
• Make decisions in line with the approved authorization matrix.

Qualifications

• At least 2 years of experience in a similar role, preferably within the banking or financial services industry.

• Strong negotiation and communication skills.
• Good understanding of banking products, policies, and systems.
• Proficient in handling customer interactions and coordinating with multiple internal teams.
• Effective teamwork and collaboration capabilities.
• Ability to analyze and interpret customer financial records for basic verification.
• Solid understanding of product features, policies, and ongoing marketing campaigns.
• Familiarity with banking systems and processes.