Customer Relationship Officer

Role summary

The Customer Relationship Officer in Dubai is responsible for supporting product and service operations so customers receive high-quality service. The role also helps present a welcoming brand image for ADIB while maintaining operational controls and contributing to better efficiency in financial services and branch service processes.

Key accountabilities

• Manage documentation for deposit accounts.
• Respond to customer queries related to deposit accounts.
• Open and close deposit accounts, ensuring all required forms are completed correctly and that KYC requirements and Central Bank instructions are followed.
• Prepare and maintain finance account documentation.
• Handle customer questions about finance products and covered cards.
• Maintain customer files accurately, prepare finance applications, secure the required approvals, and enter data into the system with proper form completion.
• Support branch sales by selling and cross-selling ADIB products and strengthening the bank’s reputation.
• Coordinate staff activities and manage subordinates, including planning training and performance appraisals.
• Carry out any other tasks assigned by management.

Expected results

• Monthly budget achievement support: assist the CRM in preparing comments on budget variance related to branch sales targets for financial products.
• Continuous improvement: help recommend workflow changes that improve branch processes and share them with the branch manager at least once a year.
• Internal audit and ICD responses: support the CRM in drafting detailed replies to internal audit and ICD observations concerning financial products and financial customer services.
• Policy and procedure compliance: follow and apply key operational controls in day-to-day work in line with ADIB policies and procedures.

Technical knowledge and skills

• Strong understanding of ADIB retail banking products and services.
• Detailed knowledge of ADIB retail credit policies and operational procedures.
• Working knowledge of UAE banking practices, rules, and risk considerations.
• Thorough familiarity with regulations issued by the Central Bank of the UAE.
• General awareness of competing banks and market players in the local market.
• Basic understanding of service standards.
• Ability to train others effectively.
• Sales capability.
• Management information and reporting skills.

Additional information

This is a full-time onsite position based in Dubai, United Arab Emirates.