Relationship Officer – Excellency

Job description / Role

Responsible for provision of customer service and sales support to the Excellency clients by:
• Meeting agreed service standards
• Ensuring seamless transaction processing and service delivery
• Provision of support to ensure Sales targets are achieved

Main Tasks & Responsibilities:

Customer Service & Transaction processing
• Ensure that Excellency offers the best ‘First Class Service’ in the market
• Conducting EOD-BOD checks on all transactions
• Ownership of portfolio vis-à-vis front-end service and account management
• Problem/complaint resolution to be at 99% within TAT
• Respond to all phones within 3 rings in a polite and friendly manner.
• Record all messages and ensure call back response to caller is done within the same day within the 15 min TAT.
• Track all maturities and contact customers and record action. Reviewed on a monthly basis
• Ensure all KSIs are at 100% levels; Escalate all transactions not meeting TATs
• Ensure all MIS and reports are maintained
• Weekly off day handovers are complete vide documented emails

Attrition management
• Ensure that attrition levels are kept within 5%
• Root cause analysis for account closures

Portfolio Management
• Generating 3 hot leads per month ( e.g. bank assurance/FDs)
• Daily check on TOP 5 client accounts
• Sensitive Client Calling to the top 20 clients
• Ensuring respective RM Client Contact Plan MIS is submitted within deadline to the Unit Manager

Operational Health & Compliance
• Ensure all KYC and Compliance procedures to be complied with and adhered to in transaction processing
• Ensure all customer instructions are authenticated
• TDSS (Time, date, Stamp, signature) all client instructions
• Signoffs are as per authority grid
• Compliance training/awareness is in place

Personal Development
• Competency Levels of ROs are tracked and are in line with the business requirements
• Ensures that they are appraised on a regular periodic basis

Team work/Training
• Attend at least 6 man days of training in the year
• Be an effective team player and display the brand values in day to day interaction with internal and external parties
• Submit at least one idea/initiative for a process improvement/change every quarter
• Ensure team is staffed on off days /product end days and month ends

Requirements

Graduate/post graduate degree
Certificate /Diploma or Degree in financial advice
• 2-3 years experience in banking operations

• Exposure to front end (customer facing) functions in the service industry would be an added advantage.

Understanding of banking industry
Understanding of banking process

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.