About the Role
The Customer Relationship Officer is responsible for managing the products and service function to ensure the delivery of quality service to customers while projecting a warm image of the organization. This role includes the maintenance of operational controls and a focus on 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, including opening and closing accounts.
- Ensure proper completion of forms while observing KYC policies and Central Bank instructions.
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Finance Account Documentation:
- Manage inquiries related to finance and covered cards.
- Maintain customer files, prepare finance applications, and 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 the organization’s products while promoting the company’s image.
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Staff Management and Coordination:
- Manage subordinates, plan their training, and conduct appraisals.
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Additional Tasks:
- Perform other tasks as specified by management.
Results Required
- Achieve Monthly Budget: Provide support to the Customer Relationship Manager (CRM) to prepare comments for budget variance related to branch sales of financial product targets.
- Continuous Improvement: Assist CRM in recommending workflow changes that lead to process improvements to the branch manager at least once a year.
- Internal Audit & ICD Comments: Support CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and financial customer services.
- Compliance of Policies & Procedures: Comply with and perform key operational controls as required in the organization’s policies and procedures in daily operations.
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.
- In-depth knowledge of all regulations issued by the Central Bank of UAE.
- General awareness of competitors in the local market.
- Fair knowledge of service standards.
- Training skills.
- Sales skills.
- Management information skills.
