Customer Relationship Officer - Floater

Role: Customer Relationship Officer - Floater

Location: Abu Dhabi Central Region

Role Purpose:

• Managing products and service functions to ensure the delivery of quality service to customers, projecting the warm image of ADIB, maintaining operational controls, and continuously improving financial services and operational efficiency.

Key Accountabilities of the role:

Responsibilities:

Deposit account documentation:

• Handle inquiries related to deposit accounts.
• Open and close deposit accounts, ensure proper completion of forms, observe KYC policies and CB instructions.

Finance account documentation:

• Handle inquiries related to finance and covered cards, maintain customer files properly, prepare finance applications, obtain necessary approvals, input data into the system, and 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:

• Manage subordinates, plan their training and appraisals.

Other tasks:

• Perform additional tasks as specified by management.

Results Required:

• Achieve Monthly Budget: Support CRM in preparing comments for budget variance related to branch sales of financial products.
• Continuous Improvement: Assist CRM in recommending workflow changes to improve branch processes at least once a year.
• Internal Audit & ICD Comments: Support CRM in preparing detailed responses to audit comments related to financial products and services.
• Policy & Procedure Compliance: Adhere to and perform key operational controls as per ADIB policies and procedures daily.

Specialist Skills / Technical Knowledge:

• Broad knowledge of ADIB's retail banking products & services.
• Thorough understanding of ADIB's retail credit & operational policies & procedures.
• Knowledge of UAE banking practices, regulations, and risks.
• Familiarity with regulations issued by the Central Bank of UAE.
• Awareness of competitors in the local market.
• Knowledge of service standards, training, sales, management information, and computer skills.

Previous Experience:

• Minimum 2 years of experience in customer relations or similar roles within a banking environment.