وصف الوظيفة
Role Overview
Client Service Associate – Elite Banking (Emiratization) at RAK BANK, located in the United Arab Emirates. You will support Elite Banking customers by delivering seamless service experiences and ensuring efficient, professional handling of all customer requests.
Company Overview
RAK BANK fosters a culture of innovation, growth, and excellence. The organization is a community that thrives on collaboration, customer-centricity, and delivering exceptional experiences that create meaningful impact for customers. You will be part of a dynamic team within Elite & Select Banking, dedicated to enhancing customer engagement, strengthening relationships, and delivering best-in-class banking services to Elite clients.
Role Purpose
To serve as the primary service support contact for Elite Banking customers, working closely with Relationship Managers and business units to support customer onboarding, service delivery, product fulfilment, and portfolio management while maintaining the highest standards of operational excellence and customer satisfaction.
Key Responsibilities
Customer Service & Support
- Act as the primary service support contact for Elite Banking customers, ensuring timely and accurate resolution of customer requests and enquiries.
- Support Relationship Managers in managing customer portfolios and delivering exceptional customer experiences.
- Process customer requests including account servicing, credit card applications, product fulfilment, maintenance requests, and other banking services.
- Promote digital banking channels and assist customers in adopting self-service banking solutions.
Onboarding & Compliance
- Facilitate smooth customer onboarding by ensuring all documentation is complete and compliant with internal policies and regulatory requirements.
- Maintain accurate customer records and documentation in compliance with KYC, AML, regulatory, and internal control requirements.
Stakeholder Coordination & Risk Management
- Coordinate with internal stakeholders and support functions to ensure efficient service delivery and client satisfaction.
- Monitor service requests and complaints to ensure resolution within agreed service level agreements (SLAs).
- Escalate operational risks, service issues, and customer concerns appropriately to ensure a superior customer experience.
Business Development
- Identify opportunities to enhance customer relationships through referrals and cross-selling of banking, wealth, insurance, mortgage, and investment products.
Qualifications & Experience
- Bachelor's degree in business administration, Finance, Banking, Commerce, or a related discipline.
- Minimum 2–4 years of experience in Retail Banking, Priority Banking, Wealth Management Support, Customer Service, or Relationship Management Support roles.
- Experience serving affluent, priority, or high-net-worth customers will be an advantage.
- Knowledge of banking products, customer onboarding, KYC, AML, investments, bancassurance, and wealth management solutions.
Skills & Competencies
- Strong customer service orientation with excellent communication and interpersonal skills.
- Ability to build effective relationships with customers and internal stakeholders.
- Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- Good understanding of banking operations, compliance requirements, and service excellence standards.
- Proficiency in digital banking platforms and customer servicing systems.
Additional Information
- Competitive, performance-linked compensation.
- Comprehensive medical coverage for you and your family.
- Inclusive, collaborative, and customer-focused work environment.
- Opportunity to work within one of the UAE's leading Elite and Wealth Banking franchises.
- Exposure to affluent banking, wealth management, and investment solutions.
- Professional development and career growth opportunities within the bank.
- Opportunity to build meaningful customer relationships and contribute directly to the bank's service excellence and growth objectives.
- Reports to the Vice President, Head of Client Services – Elite & Select Banking.