Escrow Services Senior Officer

Role Overview

Escrow Services Senior Officer at ADIB, Abu Dhabi.

Role Purpose

Develop and maintain escrow services in coordination with internal and external stakeholders, regulatory authorities, and department heads, ensuring centralized services are delivered at the highest level of quality and performance.

Key Responsibilities

Stakeholder Management & Relationship Building

• Visit customers and relevant authorities to identify new regulatory updates and maintain business relationships.
• Submit call reports documenting stakeholder interactions.
• Maintain the interface with authorities and clients, acting as coordinator and escalation point for all parties involved.
• Handle and personalize service to escrow-related customers and authorities.
• Develop and sustain executive-level relationships as well as internal organizational relationships across roles and levels.

Operations & Transaction Management

• Oversee all matters related to daily processes and transactions in coordination with the escrow Operations unit.
• Liaise with other departments where required.
• Keep track of all incoming and outgoing transactions of escrow accounts.
• Identify process and system issues and work with support teams to improve efficiency.
• Handle customer requests UAE-wide to cater to day-to-day needs.
• Maintain accuracy and efficiency in all transaction processing.
• Take corrective actions to address any gaps in day-to-day processing.

Compliance & Documentation

• Follow strictly ADIB's Policy & Procedures, Central Bank's Circulars, and ADIB's Compliance Requirements.
• Review escrow account opening documentation and account maintenance requests received from Relationship Managers and customers.
• Ensure account opening documentation complies with ADIB's Policy and Procedures.
• Handle escrow agreements, including review, securing approvals, obtaining customer concurrence and signoff for new onboard escrow projects and accounts.
• Maintain confidentiality at all times.

Customer Service & Complaints

• Manage all escrow client complaints within agreed timeframes.
• Coordinate and educate customers on escrow-related payments and relay information to the department concerned.

Reporting & Audits

• Create monthly Management Information System (MIS) and audit-related reports.
• Submit all mandatory reports monthly and quarterly to regulatory authorities.
• Deliver MIS reports with quality and reliability on a weekly, monthly basis, and as required by Senior Management.
• Assist in the coordination and support of audits and examinations.

Training & Systems

• Complete required training to ensure understanding of all processing systems and procedures.
• Participate in establishing and implementing escrow system enhancements and project support.

Qualifications & Experience

• Bachelor degree or equivalent in a relevant subject such as business, finance, or marketing.
• Professional or technical qualifications or diplomas in related subjects.
• Sound experience in escrow rules and regulations.

Skills & Competencies

• Cultural sensitivity and adaptability.
• Interpersonal and relationship skills with ability to develop and sustain executive-level relationships.
• Written and superior oral communication skills, applied in both in-person and phone interactions.
• Presentation and facilitation skills, applied in both in-person and phone interactions.
• Knowledge of principles for providing customer service.