Customer Relationship Officer (For Future Openings)

Role Overview

Customer Relationship Officer at Emirates NBD, based at a branch location. This is a position for future openings.

Company Overview

Emirates NBD is a market leader across the MENAT region (Middle East, North Africa and Türkiye) with a presence in 13 countries, serving over 9 million customers. It is the leading financial services brand in the UAE with a brand value of approximately USD 4 billion. The bank serves customers through retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. Emirates NBD is a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of branches. The bank operates Liv, the lifestyle digital bank by Emirates NBD, which has over half a million users and is the fastest-growing digital bank in the region.

Role Purpose

To provide consistently excellent service to all Priority Banking customers and help them meet their banking needs. The objective is to improve customer profitability and loyalty to the bank through high-quality service.

Key Responsibilities

Client Satisfaction and Retention

• Own client satisfaction and service quality levels at the branch by ensuring clients' expectations are met consistently.
• Assume full responsibility and ownership for Priority Banking customer service at the branch.
• Process account openings, deposits, withdrawals, and fund transfers for priority clients in accordance with internal controls.
• Verify client documentation and ensure compliance with KYC and AML requirements during all service interactions.
• Identify and address routine transaction discrepancies, escalating exceptions to the manager as per guidelines.
• Provide prompt updates to clients on transaction status, reinforcing trust in branch processes.
• Avoid any staff complaints from customers as this affects overall segment performance.

Operational Risk Mitigation

• Adhere to dual control and segregation of duties protocols during cash and non-cash operations.
• Monitor for suspicious activity and report potential fraud or unusual transactions in line with regulatory standards.
• Maintain up-to-date records of all client interactions and transactions in core banking systems.
• Participate in regular branch audits and compliance checks, addressing findings within own remit.

Transaction and Documentation Management

• Validate and track TTs requests, FDs requests and Account Maintenance requests in track BPM.
• Check for completeness of documentation and tracking in track soft while performing account opening and credit card application.
• Liaise with compliance and various other departments for following up and submission of documents or relevant matters.

Case and Workflow Management

• Action and review of CRM cases assigned to Priority Banking Centers.

Sales Performance

• Set and track sales account targets.

Client Engagement

• Respond to client queries regarding retail banking products, features, and eligibility criteria.
• Identify cross-sell opportunities for relevant products and refer qualified leads to relationship managers.
• Educate clients on digital banking channels and support onboarding to self-service platforms.
• Gather and relay client feedback on service gaps or unmet needs to inform continuous improvement.

Data Privacy and Confidentiality

• Safeguard client information by following data protection protocols in all communications and system usage.
• Restrict access to sensitive data to authorised personnel only, in line with bank policy.
• Dispose of physical and electronic records securely, minimising risk of data leakage.
• Report any suspected data breaches or vulnerabilities to the manager without delay.

Qualifications & Experience

• Diploma or Bachelor's degree in Banking, Finance, Business Administration, Business or Finance, or related field.
• 1–2 years of work experience, preferably in a processing, back office, or customer services function within the bank.
• Certification in AML/KYC compliance (preferred).

Skills & Competencies

• Experience with Finacle, Fin One, MS Excel and MS Office.
• Proficiency in core banking systems.
• Knowledge of KYC and AML compliance requirements.

Additional Information

• Ongoing professional development in customer service or digital banking is expected.
• The bank offers flexible work policy allowing work from home when it suits the employee.
• Emirates NBD provides competitive rewards, benefits and perks.
• The bank encourages candidates to review key responsibilities and qualifications and apply for positions that match their skills and capabilities.