About the Role / About the Job
This role is pivotal to ensuring high standards of relationship management and quality service delivery within the Emirati Gold teams. The position encompasses responsibilities in relationship management, risk management and governance, administration and reporting, and customer service enhancement. Operating within a structured framework, the individual will work collaboratively with various teams to streamline processes, ensure compliance, and maintain excellent customer service standards.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Relationship Management
- Work closely with Area Managers/Central Team and the Relationship Manager to identify desired service levels.
- Standardize overall client services across all Emirati Gold teams and contribute to developing and implementing agreed actions.
- Facilitate a smooth flow of all applications and requests, including account opening and ownership of discrepant cases from sales channels.
- Serve as the final direct and indirect point of contact for customer complaints sourced through branches, Relationship Managers, or directly from customers.
- Provide regular feedback to Product Managers on process/service-related issues.
Risk Management and Governance
- Ensure that the Relationship Management Support (RMS) team checks submitted Know Your Customer (KYC) documents to fulfill compliance requirements and other regulated activities such as insurance and investment.
- Manage rejects and referrals on all products sourced by Relationship Managers, acting as a checker and providing feedback.
- Report on expired and overdue KYC, Passport, and Emirates ID to ensure timely updates for the Emirati Gold Segment.
- Represent Emirati Gold in liaising with audits regarding operational issues and work with Area Managers to rectify all audit objections and queries.
- Maintain excellent quality of KYC for all Emirati Gold clients, including regular annual reviews of turnover and nature of transactions, ensuring pending reviews are completed on a project basis.
- Ensure smooth functioning of Service Level Agreements (SLAs) and operational standards, initiating necessary amendments as required.
Administration & Reporting
- Ensure that Relationship Managers save activities and transactions recorded/processed in the system in a timely and accurate manner.
- Ensure Relationship Managers conduct proper KYC and fulfill compliance requirements related to KYC and other regulated activities such as insurance and investments.
- Provide weekly feedback to Area Managers, Heads of Management, and Operations Senior Manager on Service Packs.
- Ensure effective handling of customer complaints/inquiries for Emirati Gold Clients.
- Monitor customer feedback to ensure Emirati Gold standards are met at all levels.
- Drive the usage of CRM/Face App at the frontline for the respective team, acting as CRM champion and ensuring all customer interactions (complaints, service requests) are appropriately recorded in the CRM/Face App.
Governance and Audit
- Support Emirati Gold with KYC and FATCA, ensuring client information is up-to-date.
- Implement all audit recommendations and procedures as advised by Senior Management.
- Refer all matters of non-routine nature to appropriate superiors.
Area Managers
- Handle all customer queries escalated to an Area Manager for intervention, ensuring they are logged in CRM and conducting independent investigations to propose actions to the Area Manager.
- Document and share feedback from the frontline as per the provided format.
Alternate Channels
- Strategize to increase penetration of alternate channel usage within teams.
- Assist with any ad-hoc outbound calling exercises directed periodically by the Manager of Client Experience.
- Support Relationship Managers in resolving all customer issues, ensuring reject rates for Remittance, CASA, Credit Card, and Insurance/Investment are under 5%.
- Champion at least two service campaigns when launched.
Operating Environment, Framework and Boundaries, Working Relationships
- Maintain a consistently high level of relationship management and customer services, positively contributing to the image of the Bank.
- Contribute to effective training and development of staff as needed.
- Ensure all emails received from teams addressed to the processing department are sent in a timely manner.
- Ensure all acknowledgments received from the processing department are appropriately filed.
- Keep all filing cabinets locked at the end of the day, and regularly send obsolete files/registers for archiving.
- Maintain a clean and tidy work area.
Problem Solving
- Manage unstructured and complex customer problems related to the Bank, taking ownership of customer issues and handling them until final resolution by coordinating with other partners.
Decision Making Authority & Responsibility
- Empowered to make decisions on financial and non-financial issues of customers.
- Authorized to recommend process changes that may lead to reduced cycle time, cost reduction, and improved customer satisfaction.
Knowledge, Skills and Experience
- Thorough knowledge of products, services, policies, and processes of retail banking in the company.
- Possess problem-solving, communication, and interpersonal skills.
- Ability to work under pressure and demonstrate computer literacy.
- Bachelor’s degree preferred; 3-4 years of banking experience or experience in a related field is required.
Behavioral Competencies
- Interpersonal Relationship - 3
- Influencing & Negotiation Skills – 2
- Analytical Thinking – 2
- Strategic Orientation – 2
- Customer Focus – 3
