Customer Relationship Officer (Outsource)

Role : Customer Relationship Officer
Location : Dubai

Role Purpose:

Managing products and service function to ensure the delivery of quality service to customers, while projecting the warm image of ADIB, maintenance of operational controls and continuous improvement in financial services and operational service efficiency.

Key Accountabilities of the role

• Deposit account documentation: Handle inquiries related to deposit accounts. Opening and closing of deposit accounts, ensure proper completion of forms, observe KYC policies and CB instructions.
• Finance account documentation: Handle inquiries related to finance and covered cards, proper maintenance of customer files, prepare finance applications and obtain necessary approvals, input of data in the system, ensure proper completion of forms.
• Sales-Management of service delivery: Sell and cross sell ADIB's products and promote ADIB's image
• Staff Management and coordination: Management of subordinates, plan their training and appraisal.
• Perform other task specified by Management.

Results Required

• Achieving Monthly Budget - Provide support to CRM to prepare the comments for budget variance on achievement of branch sale of financial product targets.
• Continuous Improvement - Assist CRM to Recommend work flow changes leading to process improvements to the branch manager at least once a year.
• Internal Audit & ICD Comments - Provide support to CRM in preparing detailed responses to internal audit and ICD comments relating financial products and financial customer services.
• Compliance of policies & procedures - Comply and perform Key operational controls as required in ADIB's polices & procedures in day to day operations.

Specialist Skills / Technical Knowledge Required for this role:

• Broad knowledge of ADIB's Retail Banking financial products & services.
• Thorough knowledge of ADIB's Retail Credit & Operational Policies & Procedures.
• Good Knowledge of UAE banking practices , regulations & risks.
• Thorough Knowledge of all the Regulations issued by Central Bank of UAE.
• General awareness of competitors in the local market.
• Fair knowledge of service standards.
• Training skills.
• Sales skills.
• Management Information skills.

Previous experience:

• Minimum 2 years experience as a Customer Relations or similar roles in a banking environment