About the Role
The role involves taking responsibility for various credit-related activities, focusing on customer service, relationship management, and compliance with banking policies. The primary goal is to ensure client satisfaction while effectively managing credit lines and maintaining high standards of documentation and reporting.
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Key Metrics
- Revenue
- Expenses
- Net Income
- Assets
- Consumer satisfaction, loan/financing repayment performance, loan/financing delinquency rates, consumer retention, substantiated complaints, compliance with regulatory requirements/best practices guidelines and codes of conduct
- Number of valid customer complaints
- Percentage of delinquent customers
- Number of customer exits due to Financial Crime Compliance reasons
Key Accountabilities and Responsibilities
Credit
- Acquire volumes primarily from the existing portfolio through cross-selling, referrals, and other channels to achieve business targets.
- Develop a database of qualified leads through networking, telephone canvassing, face-to-face cold calling, direct mail, and email.
- Prepare high-standard call reports that are informative, presentable, conclusive, professional, and comprehensive.
- Prepare credit applications by analyzing financial statements, bank statements, VAT reports, and cash flows, ensuring compliance with bank policies and regulatory frameworks.
- Analyze facility requirements for clients and monitor the financial health of clients’ businesses and industries.
- Ensure documentation for credit proposals is complete with sufficient collateral coverage.
- Initiate and ensure disbursements and adjustments of facilities, validating that approved credit lines are available for clients.
- Liaise with internal departments (credit risk, legal, operations, trade finance, etc.) for smooth and prompt transaction turnaround.
- Adhere strictly to the bank’s financing policy manual and report any exceptions.
- Conduct credit monitoring through regular site visits and provide call reports.
- Recover bank dues on time through daily reports and follow-ups.
- Provide practical options to help consumers make informed decisions regarding appropriateness, affordability, and suitability.
- Ensure ethical sales practices, maintaining integrity and professionalism in all dealings with customers.
- Inform customers of the proposed terms and conditions before finalizing the Facility Offer Letter.
Customer Service
- Maintain contact with clients to ensure high levels of client satisfaction.
- Deliver high standards of service and actively ensure no complaints arise.
- Respond to customer calls with appropriate greetings and professional interaction.
- Develop and enhance relationships with prospective clients to meet or exceed revenue and profit targets.
- Ensure service quality norms and client satisfaction scores are met for the assigned client base.
- Conduct regular visits to customers.
Internal / External Cooperation
- Demonstrate the ability to interact and cooperate effectively with all bank employees.
- Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate, creatively solve problems, and demonstrate high integrity.
- Maintain professional relationships that align with departmental core values.
- Establish and maintain effective working relationships with all support departments.
- Complete mandatory trainings within provided timelines and encourage team members to enhance their skills through appropriate training related to development requirements identified with Line Managers.
Specialist Skills / Technical Knowledge Required
- Good knowledge of banking products and services.
- Experience in credit analysis.
- Familiarity with operational policies and procedures.
- Proficient in credit appraisal techniques, including credit, risk, business, and financial analysis.
- Understanding of business relationship management.
- Awareness of UAE banking practices, regulations, and risks.
- Knowledge of anti-money laundering regulations issued by the UAE Central Bank and other authorities.
- General awareness of local market competitors.
- Excellent knowledge of service standards.
- Proficiency in cross-sales techniques.
- Strong computer skills.
- Excellent communication skills.
Previous Experience
- Minimum five (5) years of relationship management experience in a banking environment.
- Minimum qualification: Bachelor’s degree.
