Senior Associate, Relationship Management - Merchant Lending

Mashreq; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance client relationships and support the Relationship Management team. This role involves ensuring the smooth processing of applications, maintaining high-quality KYC, and collaborating with various teams to improve client services. The ideal candidate will possess strong problem-solving and communication skills, along with a solid understanding of retail banking processes. Join a dynamic environment where your contributions will directly impact client satisfaction and operational excellence.

Qualifications

• Thorough knowledge of retail banking products and services.
• 2-3 years banking experience or relevant experience in another sector.

Responsibilities

• Support the Relationship Management team in achieving financial objectives.
• Ensure smooth processing of applications and requests.
• Conduct proper KYC and fulfill compliance requirements.

Skills

Problem-solving

Communication

Interpersonal skills

Ability to work under pressure

Computer literacy

Education

High school education

University degree

Job description

Job Description

To support the BDU Asset Team Leaders, Relationship Management team, and Business Development Officers in maintaining and nurturing both existing and prospective client relationships with personalized and standardized service. Additionally, to manage the overall service and operational quality across the assigned portfolio.

Assist the Relationship Management team and Business Development Officers in achieving financial objectives related to new customers, application processing, limits, utilization, and fee realization against fully secured lines. Monitor the portfolio, including routing conditions such as turnover/POS, and ensure the timely fulfillment of covenants as specified in the Credit Approval Process, along with providing daily operational support to the teams.

Responsibilities

Relationship Management

• Work closely with Relationship Management team, Business Development Officers, and Unit Managers/Heads to identify desired service levels.
• Collaborate on projects with the Client Experience Manager or Governance to improve and standardize client services across all channels, and contribute to implementing agreed actions.
• Ensure smooth processing of all applications and requests, including account openings and ownership of discrepant cases from sales channels.
• Provide regular feedback to Product Managers on process and service-related issues.
• Meet service standards and turnaround times outlined with SLAs.

Risk Management and Governance

• Assist in conducting proper KYC and fulfilling compliance requirements related to Asset, Liability, Insurance, and Investment activities.
• Participate in reducing rejects and referrals by acting as a checker and providing feedback on sourced products.
• Ensure timely updates of expired or overdue KYC, Visa, Passport, and Emirates documents.
• Represent BDU Business Banking in liaising with audits, and work with Relationship Management to address audit objections and queries.
• Maintain high-quality KYC on all clients, including regular reviews of facilities, turnover, and transactions, prioritizing pending reviews.
• Conduct regular reviews of SLAs and operational standards, and initiate amendments as necessary.

Administration & Reporting

• Ensure client records and transactions are recorded and processed accurately and promptly.
• Handle customer complaints and inquiries effectively for Mashreq BDU Business Banking clients.
• Monitor customer feedback to ensure standards are met at all levels.

Governance and Audit

• Support with KYC and FATCA updates, ensuring client information is current.
• Assist in implementing audit recommendations and procedures.
• Refer non-routine matters to superiors.
• Monitor application authenticity and process requests, ensuring all parameters are adhered to with proper sign-off.
• Identify and report anomalies in lodgment, pledging, or withdrawal processes.

Finance CPR

• Manage portfolio mapping metrics and review portfolio CPR regularly.

Qualifications

• Thorough knowledge of retail banking products, services, policies, and processes at Mashreq Bank.
• Skills required include problem-solving, communication, interpersonal skills, ability to work under pressure, and computer literacy.
• High school education is required; university graduates are preferred.
• 2-3 years banking experience or relevant experience in another sector.