Customer Relationship Officer -Business Banking (UAE Nationals Only)

Role Overview

Customer Relationship Officer – Business Banking at Emirates Islamic Bank in the UAE. This position is open to UAE Nationals only.

Company Overview

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles. As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. The bank believes that employees are its biggest asset and continuously invests in Talent Management, Training and Development programmes to help them excel professionally and achieve success in their chosen career. Emiratization is a key strategic objective at Emirates Islamic, with training provided to talented young Emiratis under dedicated programmes that shape their ambition, passion and commitment and guide them to become future leaders of the organization and the overall financial sector. The bank is driven by its values of Innovation, Customer Service, Ambition and Ownership and maintains a diverse work environment comprising over 60 nationalities.

Role Purpose

Support efforts to enhance customer satisfaction, service quality and trust by responding to business customer enquiries, verifying customer instructions, collecting KYC documentation from new business clients, and executing relevant financial transactions in line with service standards.

Key Responsibilities

Customer Satisfaction and Retention

• Respond to business customer enquiries regarding account balances, product features, and transaction status, providing clear and accurate information.
• Resolve basic service issues and complaints in line with bank policy, escalating complex matters to the manager for prompt resolution.
• Facilitate onboarding of new business clients by guiding them through documentation requirements and ensuring all forms are completed accurately.
• Support the promotion of relevant retail banking products by identifying customer needs and referring qualified leads to the relationship management team.
• Increase client satisfaction by providing high-quality service.
• Maximize the referral opportunities from client interactions.
• Identify and act on sales and relationship-deepening opportunities to facilitate retention and continued relationship.
• Understand access channels (ATM, Internet banking, Phone banking, etc.) to proactively educate clients on access options.

Operational Risk Mitigation

• Verify business customer instructions for deposits, withdrawals, and transfers against established authorisation protocols.
• Check all supporting documentation for completeness and compliance with internal controls before processing transactions.
• Identify and flag any suspicious or unusual account activity in accordance with AML and CDD guidelines.
• Maintain accurate records of all transactions and ensure timely filing of required reports as per regulatory and audit standards.
• Support the quality initiative by reducing transaction defeats and cycle time.
• Apply and comply with relevant processes, procedures and controls to meet the unit's needs while providing efficient service to customers.

Business Customer Onboarding and KYC Compliance

• Collect and review KYC documentation from new business clients, ensuring alignment with regulatory and bank policy requirements.
• Input accurate customer data into core banking and CRM systems, verifying all mandatory fields are completed.
• Liaise with compliance and operations teams to resolve documentation discrepancies or missing information.
• Educate clients on the importance of ongoing KYC updates and support periodic reviews as required by policy.
• Contact clients and obtain missing documents.

Sales and Product Promotion

• Create and exploit opportunities to promote and sell a portfolio of products and services that meets the needs of existing and prospective customers to achieve the assigned sales objectives/standards.
• Provide product and service information, advice and relevant products and services to customers to increase their awareness and promote their usage.
• Execute relevant financial transactions for clients in line with service.

Branch Service Efficiency

• Coordinate with branch colleagues to ensure smooth handover of customer requests and timely completion of service tasks.
• Follow established branch procedures for queue management, appointment scheduling, and document handling.
• Support daily reconciliation of cash and non-cash transactions, reporting discrepancies to the manager immediately.
• Participate in regular team briefings to share updates on process changes, customer feedback, and service improvement opportunities.

Qualifications & Experience

• High School or Bachelor degree graduate.
• Diploma or higher qualification in Banking, Business Administration, or related field.
• At least 2 years of relevant experience in a similar role.
• Completion of AML/KYC training modules.

Skills & Competencies

• Knowledge of core banking and CRM systems.
• Understanding of AML, CDD, and internal control requirements.
• Customer service excellence and communication skills.
• Accuracy in data entry and transaction processing.
• Knowledge of banking products and services.
• Team collaboration and coordination abilities.
• Ongoing professional development in customer service or banking operations.

Additional Information

• Competitive salary package.
• Strong emphasis on work-life balance and wellbeing across the bank.
• World-class Learning and Development platform and career development.
• Generous annual leave entitlement and Private Healthcare.
• Preferential banking facilities for employees.