Customer Relationship Officer

Role Overview

Customer Relationship Officer at ADIB, located at BR-Al Barsha Branch, Dubai.

Role Purpose

Manage products and service functions to ensure delivery of quality service to customers while projecting the warm image of ADIB, maintaining operational controls, and driving continuous improvement in financial services and operational service efficiency.

Key Responsibilities

Deposit Account Management

• Handle inquiries related to deposit accounts.
• Execute opening and closing of deposit accounts.
• Ensure proper completion of forms.
• Observe KYC policies and Central Bank instructions.
• Maintain accurate deposit account documentation.

Finance Account Management

• Handle inquiries related to finance and covered cards.
• Prepare finance applications and obtain necessary approvals.
• Input data into the system.
• Ensure proper completion of forms.
• Maintain proper maintenance of customer files.

Sales and Service Delivery

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

Staff Management

• Manage subordinates.
• Plan training for direct reports.
• Conduct appraisals.

Budget and Performance

• Achieve monthly budget targets.
• Provide support to CRM to prepare 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.

Compliance and Audit

• Comply with and perform key operational controls as required in ADIB's policies and procedures in day-to-day operations.
• Provide support to CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.

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.