Senior Officer - Customer Relations - Emirati Talent

Commercial Bank International; Sharjah; On-site; AED 120,000 - 180,000; Full time

Job summary

Commercial Bank International in the United Arab Emirates is seeking a Senior Officer, Customer Relations to support branch sales and service achievements by providing client support with professionalism and competence in every interaction.

The role requires acting as the primary contact for client inquiries, coordinating with Credit Administration, Operations, Compliance, and other teams to resolve requests, monitor KYC renewal, and oversee corporate account opening and onboarding.

Qualifications

• Bachelor’s degree or higher diploma in a related field.
• Banking diploma or customer service certificates.
• Minimum 3 years’ experience in Relationship Management, Customer Service, and Sales in banking.
• Strong networking with internal and external stakeholders.
• Proven retail banking sales management skills.

Responsibilities

• Serve as the primary point of contact for day-to-day client inquiries via email, phone, and messaging channels.
• Ensure prompt turnaround of client requests within service levels.
• Coordinate with internal departments (CAD, Analyst Pool, Operations, Trade Finance, Compliance, Treasury, etc.) to resolve client requests efficiently.
• Escalate complex matters to the Senior Relationship Manager when required.
• Maintain high service standards to strengthen client satisfaction and retention.
• Manage the end-to-end corporate account opening process in coordination with the Relationship Manager and Compliance.

Skills

Retail banking sales

Networking skills

Microsoft Office

Banking systems

Communication skills

Presentation skills

Education

Bachelor's degree or higher diploma

Job description

Job Purpose:

Support and enhance Branch sales and service achievements by providing clientsupport services whilst maintaining a high levelof professionalism and competence in client interactions.

Additionally, the role will facilitate identifying new and existing business opportunities through providing best service to the existing and new clients.

The Senior Officer, Customer Relations, will assist C support all Relationship Managers (CBI First C Edge) and the Branch Manager/BOM by providing client support services whilst maintaining a high level of professionalism and competence in client interactions.

Main Responsibilities and Accountabilities:

• Client Service & Relationship Support
• Serve as the primary point of contact for day-to-day client inquiries via email, phone, and messaging channels.
• Ensure prompt turnaround of client requests within agreed service levels.
• Provide professional, accurate, and solution-oriented responses in line with internal policies and approved credit terms.
• Coordinate with internal departments (Credit Administration Department (CAD), Analyst Pool, Operations, Trade Finance, Compliance, Treasury, etc.) to resolve client requests efficiently.
• Escalate complex matters to the Senior Relationship Manager (SRM) when required.
• Maintain high service standards to strengthen client satisfaction and retention.

Credit & Facility Management:

• Monitor daily reports related to:
• Expiring security documents
• Deferred documentation approvals
• Insurance policies / Valuation reports
• Trade license expires
• Facility expiry/renewal timelines
• Proactively follow up with clients to obtain renewed or pending documents well before expiry.
• Ensure all credit files are complete, valid, and compliant with approved credit conditions.
• Track covenant compliance and ensure timely submission of financial statements and other required documents.
• Coordinate with Credit Administration to ensure smooth booking, renewal, or amendment of facilities.
• Prevent utilization disruptions by ensuring securities and documentation remain valid at all times.

KYC Renewal & Regulatory Compliance:

• Proactively monitor KYC renewal schedules to ensure customer records are renewed well in advance of expiry.
• Initiate early follow-up with clients to obtain updated KYC forms, legal documents, constitutional documents, and valid identification records.
• Ensure all KYC forms are accurately completed, duly signed, and consistent with supporting documentation.
• Request and obtain audited financial statements, management accounts, and other required regulatory documents in a timely manner.
• Respond promptly to Compliance and AML onboarding queries, ensuring full clarification and submission of supporting documents.
• Coordinate closely with Compliance and Risk teams to avoid account restrictions, freezes, or transaction disruptions due to expired KYC.
• Maintain proper documentation filing and system updates in line with UAE Central Bank regulations and internal AML policies.

Corporate Account Opening & Onboarding:

• Manage the end-to-end corporate account opening process in coordination with the Relationship Manager and Compliance.
• Ensure all account opening forms are fully and accurately completed, signed by authorized signatories, and supported by valid corporate documents (Trade License, MOA, Board Resolution, Passport copies, UBO declarations, etc.).
• Verify consistency between application forms, constitutional documents, and KYC information.
• Proactively follow up with customers to obtain missing documentation and clarifications to avoid onboarding delays.
• Respond comprehensively and professionally to Compliance onboarding queries and ensure required supporting documents are provided without delay.
• Track onboarding progress to ensure timely account activation and seamless commencement of banking facilities.

Education:

• Bachelor’s degree or Higher Diplomaor equivalent qualification in related field.

Professional / Technical Qualifications / Diplomas:

• Banking Diploma, Core Banking training courses, and/orCustomer Service-relatedcertificates.

Experience:

• Minimum of 3 years’ experience in Relationship Management, Customer Service, and

Sales withingthe banking sector.

Other Skills Required for the Job:

• Provenskills in retail banking sales management.
• Strong networking abilities to collaborate effectively with internal and external stakeholders.
• Proficient in Microsoft Office and banking systems.
• Excellent communication and presentation skills.
• Capable of meetingchallenging targets and deadlines whilemanaging multiple projects simultaneously.