Virtual Relationship Officer

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading UAE bank is seeking a skilled professional to manage a portfolio of non-borrowing customers and achieve monthly and annual KPI objectives. The role involves providing excellent customer service, cross-selling bank products, and ensuring timely updates on client documentation. Ideal candidates will have a diploma or bachelor's degree in business-related fields and 1-2 years of relevant banking experience. Fluency in English and Arabic is essential, along with strong interpersonal skills.

Qualifications

• 1-2 years of relevant experience in banking customer service or sales roles.
• Experience in commercial banking is advantageous.
• Strong interpersonal skills and fluency in English and Arabic.

Responsibilities

• Manage a portfolio of 700-800 non-borrowing customers.
• Achieve monthly and annual KPI objectives.
• Cross-sell bank products to increase penetration.
• Provide excellent customer service during onboarding.
• Ensure timely updating of KYC and conduct due diligence.

Skills

Customer service skills

Sales skills

Interpersonal skills

Fluency in English

Fluency in Arabic

Education

Diploma or bachelor’s degree in business administration, Finance, Banking

Job description

Company Description

FAB, the UAE’s largest bank and one of the world’s largest and safest institutions, offers an extensive range of tailor‑made solutions, and products and services, to provide a customised experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market‑leading Corporate and Investment Banking and Personal Banking franchises.

Financials

• Manage portfolio of 700-800 customers comprising of customers primarily non borrowing customers
• Achieve monthly & annual KPI objectives (Portfolio, Revenue, X‑sell and Activations)
• Cross sell bank products (New accounts, Assets, Trade, FX and Bancassurance) to increase product penetration across customer portfolio
• Refer and upgrade customers to other units within the segment viz. Sales & Coverage RM
• Ensure penetration in the market through focus on New to Bank referrals from existing customers
• Maintain Daily Sales Reports on business performance for review

Customers

• Be commercially effective in the role and consistently keep customer/client as focus & ensure excellent customer service by delivering quality client on-boarding experience
• Ensure timely updation of KYC and conduct due diligence
• Ensure thorough knowledge of all products, policies and processes in order to achieve superior client on boarding experience
• Effectively manage current account excess and account conduct management
• To ensure no mis selling to customers by offering products / services transparently as per customer requirements.

Learning & Growth

• Participate in the assigned People Development and Learning & Development programmes. Take accountability for own development by active enrolment and participation with close coordination with respective Unit Manager
• To ensure participation in assigned training, Learning & Development programmes
• Awareness to competition offerings and offer suggestions to line manager to improve product/ processes

Internal Processes

• Ensure strict adherence of prescribed Sales & Compliance processes as per Bank's policies.
• Adherence to governance & controls to proactively identify, manage and minimise/mitigate potential losses
• Adhere to agreed SOP’s across applicable areas
• Adherence to all prescribed internal processes to ensure satisfactory Audit Ratings

Qualifications

Minimum Qualification

▪ Diploma or bachelor’s degree in business administration, Finance, Banking or a related major field of study is preferred

Minimum Experience

• 1-2 years relevant experience of Banking in customer service / sales / client facing roles.
• Commercial Banking experience will be an added advantage.
• Strong interpersonal skills and fluency in English and Arabic