Relationship Manager - Priority Direct

Role Overview

Relationship Manager - Priority Direct at ADIB, Dubai. The Virtual Relationship Manager (VRM) is responsible for managing and servicing a portfolio of up to 1,000 retail banking customers through digital and telecommunication channels, acting as the single point of contact to ensure banking needs are met promptly and efficiently.

Role Purpose

Manage an assigned customer portfolio via multiple channels (face to face, phone, email, and digital banking), provide personalized service, ensure timely resolution of inquiries and complaints, and identify opportunities to deepen relationships through account upgrades and investment referrals.

Key Responsibilities

Customer Relationship Management

• Manage an assigned portfolio up to 1,000 customers via face to face, phone, email, and digital banking channels.
• Provide personalized service by understanding each customer's profile, banking habits, and financial needs.
• Ensure timely handling of customer inquiries, service requests, and complaints with high levels of professionalism and efficiency within agreed turnaround time.
• Build long-term customer trust and satisfaction through proactive engagement and consistent service quality.

Service Delivery & Support

• Handle day-to-day banking queries related to accounts, cards, transfers, and digital services.
• Coordinate with internal departments to resolve customer issues promptly.
• Educate customers on digital banking platforms, self-service tools, and product features.
• Maintain accurate and up-to-date customer records in CRM systems.

Sales & Business Growth

• Identify opportunities to upgrade customers from Gold to Diamond based on relationship value, product usage, and income criteria.
• Generate qualified referrals for investment and takaful to the assigned Investment Advisor.
• Cross-sell relevant banking products (cards, loans, insurance, FX, etc.) aligned with customer needs and eligibility.
• Achieve monthly and quarterly KPIs and sales targets related to service quality, portfolio growth, and product referrals.

Compliance & Risk Management

• Ensure all customer interactions comply with bank policies, service standards, and regulatory guidelines (KYC, AML, etc.).
• Maintain confidentiality of customer information.
• Adhere to quality assurance and service-level protocols in all communications.

Qualifications & Experience

• Bachelor's degree in business, finance, or related field.
• Minimum 2–4 years of experience in retail banking, customer service, or relationship management (preferably in a virtual or call-center environment).
• Strong knowledge of banking products, customer segmentation, and digital channels.
• Proven ability to work with targets and KPIs in a structured environment.

Skills & Competencies

• Excellent communication and interpersonal skills (Arabic and English preferred).
• Proficiency in CRM tools, Microsoft Office, and digital banking platforms.
• Customer-centric mindset.
• Sales orientation.
• Problem-solving and decision-making.
• Time management and multitasking.
• Attention to detail.
• Team collaboration.

Additional Information

Key Performance Indicators

• Customer satisfaction and retention rate.
• Number of successful account upgrades (Gold to Diamond).
• Number of qualified investment referrals (Khuttati plans, Smart Sukuk portfolios) and takaful referrals.
• Successful cross-sell and referral of banking products (cards, home finance, personal finance, auto finance, FX).
• Response time and service resolution rate.
• Adherence to compliance and quality standards.