Customer Relationship Officer

ADIB Group; Abu Dhabi Emirate; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial services firm based in Al Ain is seeking a Customer Relationship Officer to enhance customer service quality and promote financial products. You will manage customer inquiries, ensure compliance with banking regulations, and lead staff training efforts. The ideal candidate has strong sales skills and thorough knowledge of retail banking practices in the UAE. This role offers an opportunity to contribute to the continuous improvement of service delivery and operational efficiency.

Qualifications

• Experience managing customer service functions.
• Knowledge of retail banking products and compliance with Central Bank regulations.
• Skills in training and managing staff.

Responsibilities

• Handle inquiries related to deposit and finance accounts.
• Manage service delivery and sales of ADIB’s products.
• Plan training and appraisals for subordinates.

Skills

Sales skills

Management Information skills

Training skills

Good knowledge of UAE banking practices

Broad knowledge of ADIB’s Retail Banking products

Job description

Role: Customer Relationship Officer – Buffer

Location: Al Ain

Role Purpose

Managing products and service function to ensure the delivery of quality service to customers while projecting the warm image of ADIB, maintenance of operational controls and continuous improvement in financial services and operational service efficiency.

Key Accountabilities

• Deposit account documentation – Handle inquiries related to deposit accounts, opening and closing of deposit accounts, ensure proper completion of forms, observe KYC policies and CB instructions.
• Finance account documentation – Handle inquiries related to finance and covered cards, proper maintenance of customer files, prepare finance applications and obtain necessary approvals, input data in the system, ensure proper completion of forms.
• Sales – Management of service delivery – Sell and cross‑sell ADIB’s products and promote ADIB’s image.
• Staff Management and coordination – Management of subordinates, plan their training and appraisal.
• Perform other tasks specified by Management.

Results Required

• Achieving Monthly Budget – Provide support to CRM to prepare the comments for budget variance on achievement of branch sale of financial product targets.
• Continuous Improvement – Assist CRM to recommend workflow changes leading to process improvements to the branch manager at least once a year.
• Internal Audit & ICD Comments – Provide support to CRM in preparing detailed responses to internal audit and ICD comments relating to financial products and services.
• Compliance of policies & procedures – Comply and perform key operational controls as required in ADIB’s policies & procedures in day‑to‑day operations.

Specialist Skills / Technical Knowledge Required for this role

• Broad knowledge of ADIB’s Retail Banking financial products & services.
• Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures.
• Good knowledge of UAE banking practices, regulations & risks.
• Thorough knowledge of all the regulations issued by Central Bank of UAE.
• General awareness of competitors in the local market.
• Fair knowledge of service standards.
• Training skills.
• Sales skills.
• Management Information skills.

Required Experience

Unclear Seniority