Escrow Services Senior Officer

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

ADIB Group in Dubai is seeking an Escrow Services Senior Officer to oversee day-to-day escrow operations and maintain strong relationships with regulators and clients. The role requires coordinating with Legal, Compliance, Sharia and Operations to ensure policy adherence and timely reporting.

You will visit authorities, handle escrow-related transactions, prepare MIS and reports, and drive process improvements while maintaining confidentiality and high service quality.

Qualifications

• Bachelor degree or equivalent in a relevant subject (business/finance/marketing). Professional qualifications/diplomas on related subjects.
• Cultural sensitivity and adaptability.
• Interpersonal and relationship skills to develop executive-level relationships across roles.
• Excellent written and verbal communication skills (in-person and by phone).
• Strong presentation and facilitation skills.
• Knowledge of customer service principles.
• Experience with escrow rules and regulations.

Responsibilities

• Visiting customers and authorities for regulatory updates and maintaining relationships.
• Oversee daily escrow processes in coordination with Escrow Operations and other departments.
• Handle and personalize service to escrow customers and authorities.
• Manage escrow client complaints within agreed timeframes.
• Coordinate with authorities and clients; act as escalation point.
• Educate customers on escrow payments and relay to relevant departments.
• Familiarize with institutional policies and procedures.
• Create monthly MIS and audit-related reports; submit to regulators.
• Support audits and examinations; coordinate training on processing systems.

Skills

Cultural sensitivity and adaptability

Interpersonal and relationship skills

Written and oral communications

Presentation and facilitation skills

Customer service principles

Escrow rules & regulations

Education

Bachelor degree or equivalent in business/finance/marketing

Job description

Role : Escrow Services Senior Officer

Location : Dubai

Role Purpose:

To work with internal & external stakeholders regulatory authorities & department head to develop and maintain escrow services.

The role of Escrow Services is to ensure centralized services provided to the highest level of quality and performance

Key Accountabilities of the role

• Visiting customers and the relevant authorities for new regulatory updates and maintaining business relationships & submitting call reports.
• To oversee all matters related to daily processes and transactions in coordination with escrow Operations unit and liaise with other departments where required.
• Handle and personalize service to escrow related customers and authorities.
• To manage all escrow client complaints within agreed time frame.
• Maintaining the interface with authorities and clients and acting as a coordinator and escalation point for parties involved.
• Coordinate and educate customers with escrow related payments and relays to the department concerned.
• Familiarize institutional policies / procedures.
• Keeping track of all incoming and outgoing transactions of escrow and creating monthly MIS and audit related reports.
• Submit all mandatory reports monthly & quarterly to the regulatory authorities.
• Assist in the coordination and support of audits and examinations.
• Complete required training resulting in understanding of all processing systems and procedures.
• Identify process/system issues and work with support team to improve.
• Handling customers UAE-wide to cater day-to-day customers need.
• Maintain accuracy and efficiency.
• MIS - Quality and reliability of reports weekly monthly as and when required by Senior Management
• Strictly follow ADIBs Policy & Procedures Central Banks Circulars and ADIBs Compliance Requirement.
• Take corrective actions wherever required to fix the gaps if any in the day-to-day processing.
• Review of escrow Account opening documentation and Account maintenance request received from RM & Customer and ensure that account opening documentation are following ADIBs Policy and Procedures.
• Prompt & Efficient Coordination with Legal Compliance Sharia and Operations while handling escrow transactions.
• Participate in establishing and implementation of escrow system enhancements projects support etc.
• Always maintain confidentiality.
• Handle escrow agreements (review secure approvals customer concurrence and signoff) for the new onboard escrow projects/account

Specialist Skills / Technical Knowledge Required for this role:

• Bachelor degree or equivalent in a relevant subject (business finance or marketing) In addition Professional / Technical qualifications/Diplomas on related subjects.
• Cultural sensitivity and adaptability
• Interpersonal and relationship skills - must have the ability to develop and sustain executive-level relationships as well as internal organization relationships across a variety of roles and levels.
• Written and superior oral communications skills (applied in both in-person and phone interactions).
• Presentation and facilitation skills (applied in both in-person and phone interactions).
• Knowledge of principles for providing customer service.
• Possess sound experience in Escrow rules & regulations

Required Experience:

Senior IC