Assistant Relationship Manager - Private Banking Head & Central Team

Role Overview

Assistant Relationship Manager - Private Banking Head & Central Team at Mashreq. This is a relationship management support role within the Private Banking division.

Role Purpose

Support Relationship Managers and service low-value clients in Private Banking by handling customer inquiries, managing compliance requirements, processing banking transactions, and ensuring accurate documentation and reporting to enhance overall client experience.

Key Responsibilities

Relationship Management

• Handle low-value clients for direct relationship management and serve as backup Relationship Manager.
• Support Relationship Managers to free up their time and be the first point of contact for customer inquiries and service-related activities via any channel.
• Assist Relationship Managers in conducting proper Know Your Customer (KYC) checks to fulfill compliance requirements.
• Ensure client documentation is updated on a timely basis.
• Support Relationship Managers in regular liaison with group compliance for escalations, customer onboarding, and matters pertaining to AML, KYC, DTRs, and RFIs.

Customer Service

• Service all banking needs including account opening, account maintenance, complaints handling, callbacks, dormant accounts, cheque book requests, investment, and insurance services.
• Generate account statements and investment portfolios to assist customers in analyzing portfolio health.
• Ensure timely and accurate pre-processing checks for all customer requests.
• Verify all transactions have been accurately executed.
• Update daily trackers within the unit in adherence with unit SOPs, service standards, and SLA turnaround times.

Projects and Data Management

• Work on projects as required to enhance overall client experience and Partner/EAM experience.
• Maintain data availability to Partners and External Account Managers.
• Maintain proper data in systems.

Risk Management and Governance

• Perform error-free checking to avoid financial losses to the bank.
• Actively participate in reducing rejects and referrals on all transactions by accurately performing pre-processing checks per SOPs.
• Ensure adherence to KYC checklists and maintain zero pending KYCs.

Administration and Reporting

• Regularize all exception reports and outstanding expired client documents within approved deadlines.
• Update in-house daily trackers at unit level daily and ensure accuracy.
• Provide regular feedback to Line Manager on improving current processes and service-related issues.
• Handle customer complaints and inquiries effectively.
• Drive CRM and Face App usage.
• Ensure all customer interactions including complaints, service requests, inquiries, and campaign calling are accurately recorded in CRM, excluding EDMS.

Governance and Audit

• Liaison with operations on operational issues.
• Work with Relationship Managers and Governance in rectifying all audit objections and queries.
• Implement all audit recommendations and procedures as advised by Senior Management.
• Refer all non-routine matters to appropriate superiors.

Qualifications & Experience

• Graduate degree.
• Experience in banking or service industry.
• Conversant with local regulations and business environment.

Skills & Competencies

• Good negotiation skills.
• Strong decision-making ability.
• Superior interpersonal skills.
• Good command of spoken English.
• Excellent writing skills.
• Pleasant personality.
• Customer-oriented mindset.
• Ability to manage difficult situations.