Customer Relationship Officer (UAE Nationals Only )- RAK - FUJ - AJMAN

Role Overview

Customer Relationship Officer (UAE Nationals Only) at Emirates Islamic Bank, based in RAK, Fujairah, and Ajman.

Company Overview

Emirates Islamic Bank was launched in 2004 to deliver the highest standards of banking services in line with Shariah principles. As one of the leading Islamic banks in the UAE, the bank offers exciting career opportunities for highly motivated professionals and graduates. Employees are valued as the bank's biggest asset, with continuous investment in Talent Management, Training and Development programmes. Emiratization is a key strategic objective, with dedicated programmes to shape the ambition, passion and commitment of talented young Emiratis to become future leaders in the organization and financial sector. The bank is driven by values of Innovation, Customer Service, Ambition and Ownership, and maintains a diverse work environment comprising over 60 nationalities.

Role Purpose

Provide end-to-end customer service to Priority Banking customers in compliance with bank turnaround times, whilst supporting Relationship Managers with servicing, processing applications, and addressing complaints to ensure customer satisfaction and retention.

Key Responsibilities

Customer Satisfaction and Retention

• Provide end-to-end customer service to Priority Banking customers as per bank TATs.
• Respond to client inquiries regarding account balances, product features, and transaction status to ensure clarity and confidence in banking services.
• Resolve standard transactional issues such as cheque deposits, fund transfers, and payment instructions within defined turnaround times.
• Address customer complaints and provide first contact resolution wherever possible.
• Ensure end-to-end follow-up until customer complaint is resolved and escalate when necessary.
• Follow up with customer post-complaint resolution to ensure customer experience.
• Ensure customers visiting Priority Centers are serviced on priority with their requests and complaints.

Support to Relationship Managers

• Assist the Relationship Manager to whom assigned by taking ownership of all servicing requirements (queries, requests, complaints, application processing) related to customers under the RM's portfolio.
• Support processing of customer applications and system requests.
• Ensure cross-sell to each Priority Banking customer and ensure no Priority Banking customers have less than five products with the bank.

Operational Risk Mitigation

• Verify customer identification and documentation in line with KYC and AML requirements before processing transactions.
• Monitor for suspicious or unusual transaction patterns and flag potential compliance breaches to the manager.
• Adhere to dual control and segregation of duties protocols during cash handling and document processing.
• Follow established checklists and controls to minimise errors and prevent losses in routine operations.

Product Onboarding and Maintenance

• Guide clients through account opening, closure, and maintenance processes, ensuring all documentation meets regulatory and policy standards.
• Input and update customer and account data in core banking systems with precision to support downstream processing.
• Coordinate with internal teams to facilitate activation of digital banking channels and business banking solutions.
• Validate customer requests for product modifications, such as mandate changes or limit adjustments, prior to processing.

Compliance and Record-Keeping

• Adhere to applicable policies and procedures to safeguard bank's interests.
• Report discrepancies to management.
• Escalate complex or non-routine customer concerns to the Assistant Manager, ensuring timely follow-up and closure.
• Maintain accurate records of all customer interactions in the CRM system to enable service continuity and audit readiness.

Data Privacy and Confidentiality

• Apply data protection protocols when accessing, sharing, or storing customer information to prevent unauthorised disclosure.
• Educate customers on secure banking practices and the bank's privacy commitments during service engagements.
• Report any suspected data privacy incidents or breaches to the Assistant Manager without delay.
• Restrict access to sensitive information strictly to authorised personnel and systems.

Qualifications & Experience

• High School or Bachelor's degree.
• Diploma or Bachelor's degree in Banking, Business Administration, or related field.
• Relevant experience in related or similar job.
• Professional certification in customer service or banking operations (preferred).

Skills & Competencies

• CRM system proficiency.
• Core banking systems data input and update capability.
• Knowledge of KYC and AML compliance requirements.
• Understanding of data protection and privacy protocols.
• Customer service and communication skills.
• Attention to detail and accuracy in record-keeping.
• Ability to identify and escalate suspicious activity and compliance concerns.

Additional Information

• Competitive salary package.
• Strong emphasis on work-life balance and wellbeing across the bank.
• World-class Learning and Development platform and career development.
• Generous annual leave entitlement and private healthcare.
• Preferential banking facilities for employees.
• Ongoing training in AML/KYC compliance and data privacy.
• UAE Nationals only.