Client Service Associate (Emiratisation)

Role Overview

Client Service Associate (Emiratisation) at RAK BANK, based in the United Arab Emirates. This position is exclusively open to UAE Nationals as part of Rakbank's commitment to Emiratisation.

Company Overview

RAK BANK is dedicated to attracting, developing, and empowering Emirati talent through meaningful career opportunities, structured development programmes, mentoring, and clear career progression pathways.

Role Purpose

Support a portfolio of affluent customers by delivering exceptional service, managing day-to-day banking requirements, and strengthening customer relationships. Act as a key support partner to Relationship Managers, ensuring seamless customer onboarding, efficient resolution of service requests, and identification of opportunities to deepen customer engagement and product penetration.

Key Responsibilities

Customer Relationship Management

• Deliver exceptional service to affluent or high-value clients with strong engagement capabilities.
• Manage customer portfolios and handle service requests with superior customer experience delivery.
• Act as a key point of contact for customer servicing needs.
• Maintain customer engagement records and service metrics with strong reporting and tracking discipline.

Onboarding & Digital Adoption

• Support seamless customer onboarding processes.
• Promote and support digital banking adoption.
• Assist customers through digital banking onboarding journeys.

Service Delivery & Resolution

• Manage multiple requests simultaneously while consistently meeting SLAs and turnaround times.
• Resolve service requests efficiently and end-to-end.
• Manage customer complaints and escalations with excellent problem-solving capabilities.
• Ensure high attention to detail when reviewing customer documentation.

Cross-Selling & Product Knowledge

• Identify opportunities to deepen customer engagement and product penetration.
• Demonstrate strong cross-selling and customer needs assessment capabilities.
• Identify additional banking opportunities for clients.
• Leverage knowledge of banking products including accounts, deposits, credit cards, mortgages, investments, insurance, and wealth products.

Compliance & Governance

• Ensure compliance with internal and regulatory requirements.
• Maintain governance frameworks and internal controls.

Stakeholder Coordination

• Support Relationship Managers as a trusted partner.
• Demonstrate strong stakeholder management and coordination skills.
• Work closely with Relationship Managers, Mortgage, Insurance, Investment, and Operations teams.
• Partner closely with business teams to strengthen controls and governance.

Qualifications & Experience

• 2 or more years of experience in Banking or Financial Services.
• Experience preferably within a First Line of Defense (1LOD), Risk, Operations, or Controls environment.
• Experience in Retail Banking, Priority Banking, Wealth Management Support, or Customer Service within a banking environment.
• Experience managing customer portfolios, handling service requests, and delivering superior customer experience.
• Experience conducting Risk & Control Self-Assessments (RCSA), control reviews, or process assessments.
• Experience in incident management, root cause analysis, and process improvement initiatives.
• Exposure to business process reviews, customer journey assessments, and process re-engineering initiatives.

Skills & Competencies

• Strong customer relationship management skills.
• Strong cross-selling capabilities.
• Excellent problem-solving skills.
• Strong analytical skills with the ability to monitor trends, prepare dashboards, and present risk insights to stakeholders.
• Ability to identify operational risks, control gaps, and recommend practical remediation actions.
• Strong understanding of Operational Risk Management, governance frameworks, and internal controls.
• Excellent stakeholder management, communication, and presentation skills.
• Proactive and detail-oriented approach to work.
• Capable of driving risk mitigation and continuous improvement initiatives.

Additional Information

• This position is exclusively open to UAE Nationals as part of Rakbank's commitment to Emiratisation.
• Join us and become part of the next generation of banking professionals shaping the future of the UAE.