Relationship Manager- Royale Cards

First Abu Dhabi Bank; Dubai; On-site; AED 180,000 - 250,000; Full time

Job summary

First Abu Dhabi Bank is seeking a dedicated professional for the Ultra High Net Individuals (UHNI) servicing role. The successful candidate will be responsible for client engagement and account management, fostering long-term relationships with the bank's most valued clients. This position requires experience in VVIP client servicing and a proactive approach to problem resolution and client satisfaction.

Qualifications

• 3 to 5 years of experience in UHNI/VVIP client servicing role.

Responsibilities

• Responsible for personalizing engagement and acquiring UHNI customers.
• Manage customer complaints and ensure resolution within 24 hours.
• Drive customer satisfaction by enhancing loyalty and addressing potential issues.

Skills

Customer Relationship Management

Problem Solving

Client Engagement

Job description

• Division: Personal, Wealth & Business Banking

Job Description

JOB PURPOSE:

The purpose of this role is to be responsible for personalized engagement, servicing and acquisition of Ultra High net Individuals (UHNI) customers who represent the highest net worth customers in the Dubai First card portfolio. To enhance the spends and revenue of the Royale portfolio via relationship management and offering services 24/7. Proactive resolving any issues related to client accounts for smooth and on-going transactions. Monitor high value transactions and generate leads through various channels.

ACCOUNTABILITIES:

Core Responsibilities:

Drive the Royale cards acquisition:

• Increase Primary and supplementary card base through:
• Referrals from existing customer
• Research and identify prospect clients and conduct Product Presentations to potential customers

Retention:

• Manage customer complaints & Feedback and ensure resolution within TAT of 24 hours
• Analyse customer feedbacks and develop new techniques to ensure customer satisfaction
• Escalation of sensitive issues timely to the relevant areas for quick resolution
• Ensure 0 voluntary attrition due to servicing through:
• Anticipate and address any potential issue to enhance customer experience and enhance loyalty

Service and Client Engagement:

• Act as ultimate owner of FAB Service to client and be the Client Champion through pro-active management of day to day commercial, operational, and technical services, issues and inquiries, by coordinating and providing guidance to colleagues across departments on what needs to be done and by being available and contactable 24/7/365 to ensure seamless service to Clients
• To be responsible for client satisfaction and service quality levels by ensuring that the client’s needs are met by performing administrative tasks required to fulfil client requirements
• Drive Client Engagement to increase card utilization by continuously re-selling to the Client our overall value proposition, Lifestyle services and offers
• Review client’s personal and lifestyle preferences and information through regular meetings of at least once a month per client, calls and other relationship management activities, and update internal reports and other databases as required
• Develop and execute personalized engagement plan monthly and seasonally, based on Client spend and financial information
• Engage with lifestyle team at least once a month to review the reports and client’s concierge requests
• Attending to Clients’ needs in colleague’s absence
• Maintain security and confidentiality of client information
• Stay abreast of recent market trends, client preferences, and competitor offerings
• Own client collections and manage client receivables independently from Collection Team; communicate directly with Clients on delayed payments and taking appropriate actions
• Follow up on monthly bases with Collections and Recovery team on the delinquency cases and report to head of Royale with an action plan
• To ensure Clients receive statements before 15th of every month through their preferred channel To ensure that reward points redemption is processed, and clients informed before 10th of every month

Compliance & KYC:

• To be responsible for up-to-date compliance, KYC and client profile on each client
• Ensure Best in class Corporate Governance & Risk Management
• To follow & incorporate roles and responsibilities in accordance and aligned with Department SOP
• Proactively and timely identifies potential problem accounts and formulates appropriate risk mitigating strategies

Qualifications

Minimum Experience: 3 to 5 years of experience in UHNI/VVIP client servicing role.