Customer Relationship Officer

Job description / Role

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

Responsibilities

• Deposit account documentation.
• Handle inquiries related to deposit accounts.
• Opening and closing of deposit accounts, ensure proper completion of forms, observe KYC policies and Central Bank 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 tasks 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 workflow changes leading to process improvements to the branch manager at least once a year.
• Internal audit and ICD comments - provide support to CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• Compliance of policies and procedures - comply and perform key operational controls as required in ADIB's policies and procedures in day-to-day operations.

Specialist skills / technical knowledge required for this role

• Broad knowledge of ADIB's retail banking financial products and services.
• Thorough knowledge of ADIB's retail credit and operational policies and procedures.
• Good knowledge of UAE banking practices, regulations and 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.