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.
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Key Responsibilities
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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.
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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.
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Sales Management of Service Delivery:
- Sell and cross-sell financial products while promoting the organization’s image.
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Staff Management and Coordination:
- Manage subordinates and plan their training and appraisal.
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Perform Other Tasks Specified by Management.
Results Required
- Achieving Monthly Budget:
- Support the Customer Relationship Manager (CRM) in preparing comments for budget variance regarding branch sales of financial product targets.
- Continuous Improvement:
- Assist the CRM by recommending workflow changes that lead to process improvements to the branch manager at least once a year.
- 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.
- 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.
