Customer Relationship Officer

Role Overview

Customer Relationship Officer at ADIB, Dubai Mall Branch, Dubai, UAE.

Role Purpose

Manage products and service delivery to ensure 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 Management

• Handle deposit account documentation and customer inquiries.
• Open and close deposit accounts with proper form completion.
• Observe KYC policies and Central Bank instructions.

Finance Account Management

• Handle inquiries related to finance and covered cards.
• Maintain customer files properly.
• Prepare finance applications and obtain necessary approvals.
• Input data in the system with proper form completion.

Sales and Service Delivery

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

Staff Management

• Manage subordinates and coordinate their work.
• Plan staff training and appraisal.

Operational Performance

• Support the Customer Relationship Manager to prepare budget variance comments for branch financial product sales targets.
• Recommend workflow changes leading to process improvements to the branch manager at least once a year.
• Support the Customer Relationship Manager in preparing detailed responses to internal audit and ICD comments relating to financial products and customer services.
• Comply with 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 the Central Bank of UAE.
• General awareness of competitors in the local market.
• Fair knowledge of service standards.
• Training skills.
• Sales skills.
• Management Information skills.