Escrow Services Senior Officer

Role Overview

The Escrow Services Senior Officer will collaborate closely with internal teams, external stakeholders, regulatory bodies, and departmental leadership to develop and sustain escrow-related services. This role ensures that escrow functions are centralized and delivered with top-tier quality and efficiency within Abu Dhabi.

Primary Responsibilities

• Engage with customers and relevant government entities to stay updated on regulatory developments while nurturing business relationships and documenting call reports.
• Oversee daily escrow processes and transactions, coordinating with the escrow operations unit and liaising with other departments as needed.
• Provide personalized service and manage communications with escrow clients and authorities.
• Resolve client complaints regarding escrow services within the stipulated timelines.
• Serve as the main point of contact and escalation between authorities and clients.
• Guide customers regarding escrow-related payments and communicate these to the appropriate departments.
• Acquaint oneself thoroughly with institutional policies and procedures.
• Monitor all escrow-related transactions, preparing monthly management information system (MIS) and audit reports.
• Submit mandatory monthly and quarterly reports to regulatory authorities.
• Support audits and examinations by coordinating necessary activities.
• Complete required trainings to fully understand processing systems and procedures.
• Identify and address process and system issues alongside support teams to improve operations.
• Serve customers across the UAE to meet daily escrow service requirements efficiently and accurately.
• Produce weekly and monthly MIS reports ensuring data quality and reliability for senior management.
• Adhere strictly to the bank's policies, Central Bank circulars, and compliance mandates.
• Implement corrective measures to address any operational gaps found in daily processes.
• Review escrow account opening and maintenance documentation to ensure compliance with ADIB’s policies.
• Collaborate promptly and efficiently with Legal, Compliance, Sharia, and Operations teams during escrow transactions.
• Participate in escrow system implementation, enhancements, and project support activities.
• Maintain strict confidentiality in all dealings.
• Manage escrow agreements including reviewing, securing necessary approvals and customer consents for new escrow projects and accounts.

Required Skills and Expertise

• Bachelor’s degree or equivalent in business, finance, marketing, or related disciplines along with professional or technical qualifications.
• Cultural awareness and adaptability to diverse working environments.
• Strong interpersonal and relationship management skills with the capability to build executive-level and cross-functional internal relationships.
• Excellent written and verbal communication abilities for both in-person and telephonic interactions.
• Competency in presentation and facilitation techniques.
• Comprehensive knowledge of customer service principles.
• Demonstrated experience with escrow regulations and best practices.