Customer Relationship Officer

About the Role
The Customer Relationship Officer is responsible for managing product and service functions to ensure the delivery of quality service to customers while projecting a warm image of the organization. This role focuses on maintaining operational controls and driving continuous improvement in financial services and operational service efficiency.

Key Responsibilities

• Deposit Account Documentation:

  • Handle inquiries related to deposit accounts.
  • Open and close deposit accounts, ensuring proper completion of forms while adhering to KYC policies and Central Bank instructions.

• Finance Account Documentation:

  • Handle inquiries related to finance and covered cards.
  • Maintain customer files accurately, prepare finance applications, obtain necessary approvals, input data into the system, and ensure proper completion of forms.

• Sales Management of Service Delivery:

  • Sell and cross-sell financial products while promoting the organization’s image.

• Staff Management and Coordination:

  • Manage subordinates and plan their training and appraisal.

• Perform Other Tasks Specified by Management.

Results Required

1. Achieving Monthly Budget:
   • Support the Customer Relationship Manager (CRM) in preparing comments for budget variance regarding branch sales of financial product targets.
2. Continuous Improvement:
   • Assist the CRM by recommending workflow changes that lead to process improvements to the branch manager at least once a year.
3. Internal Audit & ICD Comments:
   • Provide support to the CRM in preparing detailed responses to internal audits and Internal Control Division comments regarding financial products and services.
4. Compliance of Policies & Procedures:
   • Ensure compliance and perform key operational controls as required in daily operations in accordance with the organization’s policies and procedures.

Specialist Skills / Technical Knowledge Required

• Broad knowledge of retail banking financial products and services.
• Thorough understanding of retail credit and operational policies and procedures.
• Good knowledge of UAE banking practices, regulations, and risks.
• Thorough knowledge of all regulations issued by the Central Bank of UAE.
• Awareness of competitors in the local market.
• Fair understanding of service standards.
• Strong training skills.
• Effective sales skills.
• Management information skills.