Wealth Adoption Specialist; Temporary - Outsource; HV

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.

• 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 escape material customer, conduct, system or process issues to the designated manager.

• 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.