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.
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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.
