Customer Relationship Officer -Business Banking (UAE Nationals Only)

Job Description

Job Responsibility:

• Effectively identify and respond to Business Banking client needs.
• Ensure completion of client transaction in timely and quality manner.
• Increase client satisfaction by providing high-quality service.
• Support the quality initiative by reducing transaction defeats and cycle time.
• Provide product and service information, advice and relevant products and services to customers to increase their awareness and promote their usage.
• Contacting client and getting missing documents.
• Execute relevant financial transaction for clients in line with service.
• Create and exploit opportunities to promote and sell a portfolio of products and services that meets the needs of existing and prospective customers to achieve the assigned sales objectives/standards.
• Maximize the referral opportunities from client interactions.
• Identify and act on sales and relationship –deepening opportunities to facilitate retention and continued relationship.
• Understand access channels (ATM, Internet banking, Phone banking, etc.) to proactively educate clients on access options.
• Apply and comply with relevant processes, procedures and controls to meet the unit's needs while providing efficient service to customers.
  
  

Job Skills & Qualifications:

• High School / Bachelor Graduate
• At least 2 years of relevant experience in similar job
  
  

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees
  
  

ResponsibilitiesPerformance Measures:Performance Measures:Performance Measures:Performance Measures:

• Customer satisfaction and retention through effective service delivery at the branch
• Respond to business customer enquiries regarding account balances, product features, and transaction status, providing clear and accurate information.
• Resolve basic service issues and complaints in line with bank policy, escalating complex matters to the manager for prompt resolution.
• Facilitate onboarding of new business clients by guiding them through documentation requirements and ensuring all forms are completed accurately.
• Support the promotion of relevant retail banking products by identifying customer needs and referring qualified leads to the relationship management team.
• Quality of customer feedback and satisfaction scores for branch interactions
• Resolution rate of first-contact service queries without escalation
• Volume of qualified product referrals generated from branch interactions
• Operational risk mitigation in daily transaction processing
• Verify business customer instructions for deposits, withdrawals, and transfers against established authorisation protocols.
• Check all supporting documentation for completeness and compliance with internal controls before processing transactions.
• Identify and flag any suspicious or unusual account activity in accordance with AML and CDD guidelines.
• Maintain accurate records of all transactions and ensure timely filing of required reports as per regulatory and audit standards.
• Absence of processing errors or unauthorised transactions in daily operations
• Compliance with AML, CDD, and internal control requirements
• Quality of documentation and audit trail maintained for all processed transactions
• Business customer onboarding and KYC compliance
• Collect and review KYC documentation from new business clients, ensuring alignment with regulatory and bank policy requirements.
• Input accurate customer data into core banking and CRM systems, verifying all mandatory fields are completed.
• Liaise with compliance and operations teams to resolve documentation discrepancies or missing information.
• Educate clients on the importance of ongoing KYC updates and support periodic reviews as required by policy.
• Accuracy and completeness of KYC files for new and existing business clients
• Timeliness of onboarding process from initial contact to account activation
• Regulatory audit outcomes related to KYC and onboarding compliance
• Branch service efficiency through process adherence and teamwork
• Coordinate with branch colleagues to ensure smooth handover of customer requests and timely completion of service tasks.
• Follow established branch procedures for queue management, appointment scheduling, and document handling.
• Support daily reconciliation of cash and non-cash transactions, reporting discrepancies to the manager immediately.
• Participate in regular team briefings to share updates on process changes, customer feedback, and service improvement opportunities.
• Consistency of adherence to branch operating procedures and process checklists
• Team feedback on collaboration and support during peak service periods
• Reduction in service delays or errors attributed to process lapses
  
  

Qualifications

• Diploma or higher qualification in Banking, Business Administration, or related field
• Completion of AML/KYC training modules
• Ongoing professional development in customer service or banking operations
  
  

About Us

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.