Client Relationship Associate

About the Role:
We are seeking a customer-focused and detail-oriented Client Service Associate to support our Retail Banking operations across Dubai and Abu Dhabi. This role offers an excellent opportunity to deliver exceptional service, enhance customer experience, and contribute to the overall efficiency of client servicing functions. In this role, you will be responsible for handling customer queries and service requests, ensuring timely resolution while maintaining high standards of professionalism and accuracy. Your primary focus will be to deliver a seamless and efficient service experience, supporting clients across various banking products and services. You will report to the Vice President, Head of Client Services, Elite & Select Banking.

What You’ll Be Doing:
Customer Service & Relationship Management

• Serve as the primary point of contact for Elite clients, ensuring a seamless and high-quality service experience
• Manage and engage with an assigned client portfolio, addressing queries, requests, and service needs in a timely manner
• Build and maintain strong customer relationships to drive satisfaction, retention, and loyalty

Customer Engagement & Portfolio Management

• Conduct regular outbound customer interactions (calls/meetings) to maintain engagement
• Capture customer feedback and contribute to improving overall Customer Experience and NPS
• Perform customer need analysis to identify relevant financial solutions

Sales Support & Cross-Selling

• Identify and generate cross-sell opportunities across products such as:
  • Credit Cards
  • Loans & Mortgages
  • Investments & Wealth Products
  • Bancassurance
• Generate qualified leads and referrals for Relationship Managers and Business Development teams
• Support portfolio growth through New-to-Bank (NTB) references and customer referrals

Operations & Service Delivery

• Process customer requests (e.g., account services, credit cards, onboarding) within defined Turnaround Time (TAT)
• Ensure accuracy, completeness, and compliance in all transactions and documentation
• Monitor and support digital onboarding journeys across the full customer lifecycle
• Manage shared mailbox queries and ensure timely resolution

Compliance & Controls

• Ensure strict adherence to internal policies, regulatory requirements, and audit standards
• Conduct periodic checks on:
  • KYC / Emirates ID / Passport validity
  • Customer records and account details
• Identify and escalate risk indicators or discrepancies

Stakeholder Coordination

• Collaborate closely with:
  • Relationship Managers
  • Product and Operations teams
  • Insurance and external partners
• Support a 360-degree feedback loop to enhance service delivery and customer outcomes

Complaint Resolution & Service Excellence

• Handle customer complaints and escalations, ensuring complete and timely resolution
• Maintain high standards of service excellence, professionalism, and responsiveness

Reporting & Tracking

• Record all customer interactions and engagement activities in relevant systems
• Maintain updated records in trackers, DCRs, and CRM tools for effective monitoring and reporting

What We’re Looking For:
Qualifications & Experience

• Bachelor’s degree in business, Finance, or a related discipline
• Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment
• Proven experience in managing and growing high-value client relationships

Knowledge & Expertise

• Strong understanding of local banking regulations and legal frameworks applicable in the UAE
• Good knowledge of Anti-Money Laundering (AML) guidelines, with the ability to source and onboard only legitimate business
• Awareness of UAE Central Bank regulations and compliance standards

Skills & Competencies

• Excellent communication, negotiation, and interpersonal skills
• Customer-focused mindset with a commitment to delivering service excellence
• Proficiency in CRM systems and banking platforms