Customer Relationship Officer

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

Key Responsibilities

• Handle deposit account documentation, including inquiries concerning deposit accounts, opening and closing accounts, ensuring proper form completion while adhering to KYC policies and Central Bank instructions.
• Manage finance account documentation by addressing inquiries related to finance and covered cards, maintaining customer files, preparing finance applications, obtaining necessary approvals, and ensuring accurate data input in the system.
• Drive sales by selling and cross-selling the organization's products and actively promoting the organization's image.
• Oversee staff management and coordinate training and appraisal plans for subordinates.
• Undertake additional tasks as specified by management.

Results Required

• Achieve Monthly Budget: Support the Customer Relationship Manager (CRM) in preparing comments for budget variance regarding branch sales targets of financial products.
• 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: Support the CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and customer services.
• Compliance: Ensure compliance with operational controls in alignment with the organization's policies and procedures in day-to-day operations.

Specialist Skills / Technical Knowledge Required

• Broad knowledge of retail banking financial products and services offered by the organization.
• Thorough understanding of retail credit and operational policies and procedures.
• Good knowledge of UAE banking practices, regulations, and risks.
• Comprehensive knowledge of regulations issued by the Central Bank of UAE.
• General awareness of local competitors in the market.
• Familiarity with service standards.
• Training and sales skills.
• Management information analysis skills.