Customer Relationship Officer

Role Overview

Customer Relationship Officer at ADIB, Dubai.

Role Purpose

Manage products and service function to ensure delivery of quality service to customers while projecting a warm image of ADIB, maintain operational controls, and drive continuous improvement in financial services and operational service efficiency.

Key Responsibilities

Deposit Account Documentation

• Handle inquiries related to deposit accounts.
• Manage 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.
• Maintain proper maintenance of customer files.
• Prepare finance applications and obtain necessary approvals.
• Input data in the system.
• Ensure proper completion of forms.

Sales and Service Delivery Management

• Sell and cross-sell ADIB's products.
• Promote ADIB's image.
• Manage service delivery.

Staff Management and Coordination

• Manage subordinates.
• Plan their training and appraisal.

Budget and Compliance

• Provide support to CRM to prepare comments for budget variance on achievement of branch sale of financial product targets.
• Assist CRM to recommend workflow changes leading to process improvements to the branch manager at least once a year.
• Provide support to CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
• Comply and perform key operational controls as required in ADIB's policies and procedures in day-to-day operations.

General Duties

• Perform other tasks specified by Management.

Skills & Competencies

• 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 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.