Role: Wealth Adoption Specialist
Location: Abu Dhabi
Role Purpose:
Member of the Wealth Management Platforms and Capabilities team responsible for increasing customer awareness, activation and adoption of Wealth products and digital platforms. The role provides customer support, conducts outbound engagement and telesales activities across the Wealth product suite, follows up customer opportunities and service requests, captures and analyzes customer feedback, and coordinates with the relevant teams to support timely resolution. The role also requires working knowledge of Wealth platforms, customer journeys and processes to provide accurate guidance and identify opportunities for service and adoption improvement.
Key Accountabilities of the role
Conduct outbound customer engagement and telesales activities across the approved Wealth product suite to support awareness, activation, adoption and funded investment opportunities.
Explain product features, digital journeys and onboarding requirements using approved scripts, product materials and eligibility guidelines, without providing investment advice or making suitability decisions.
Record, classify and follow up customer inquiries, complaints, feedback, leads and call outcomes in the approved systems, ensuring complete and accurate information capture.
Follow up interested customers and pending opportunities in line with agreed contact plans, service standards and campaign priorities.
Monitor customer responses, objections, recurring issues and reasons for non-adoption; consolidate insights and recommend opportunities to improve products, platforms, journeys and communications.
Prepare accurate activity and outcome updates covering calls, customer responses, lead status, adoption, conversions, inquiries, complaints and key customer insights.
Demonstrate teamwork, ownership and timely completion of assigned tasks, and escalate material customer, conduct, system or process issues to the designated manager.
Specialist Skills / Technical Knowledge Required for this role:
- Strong customer-service, telesales, communication, listening and interpersonal skills
- Ability to explain digital journeys and product information clearly using approved materials
- Customer inquiry, complaint, objection and follow-up management
- Accurate call disposition, lead tracking, data capture and activity reporting
- Understanding of customer confidentiality, data privacy, conduct and escalation requirements
- Action-oriented, organized and able to work in a target-driven environment while maintaining service quality
- Minimum 6 months of relevant experience in customer service, telesales, contact centre, banking, investments or digital-product support.
- Experience handling customer inquiries, complaints, follow-up activities and sales or adoption campaigns is preferred.
Skills Required
- Minimum 6 months of relevant experience in customer service, telesales, contact center, banking, investments, or digital-product support.
- Strong customer-service, telesales, communication, listening, and interpersonal skills.
- Ability to explain digital journeys and product information clearly using approved materials.
- Experience managing customer inquiries, complaints, objections, and follow-up activities.
- Accurate call disposition, lead tracking, data capture, and activity reporting skills.
- Understanding of customer confidentiality, data privacy, conduct, and escalation requirements.
- Organized, action-oriented, target-driven, and able to maintain service quality.
- Experience with sales or adoption campaigns.
What We Do
Abu Dhabi Islamic Bank, A Public Joint Stock Company, is a leading Islamic bank headquartered and listed in Abu Dhabi- UAE with a purpose of being a lifelong partner for customers, colleagues and community. Over the last two decades, ADIB has demonstrated a consistent track record of growth with assets now totaling USD 34 billion. The bank currently serves more than 1 million customers through a balanced proposition that combines a highly-personalized customer experience with world-class digital banking services. ADIB is a full-fledged financial service provider that offers banking solutions for individuals, corporates and affluent customers. In addition, the wider ADIB Group provides brokerage, real estate and property management, payments and insurance services. ADIB has one of the largest distribution networks in the UAE with more than 60 branches. Internationally, the bank has a presence in six strategic markets - Egypt, , the Kingdom of Saudi Arabia, the United Kingdom, Qatar, Sudan and Iraq.
