Virtual Relationship Officer - Emiratized Role

First Abu Dhabi Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the UAE seeks to hire a professional for a role focused on managing customer portfolios and ensuring compliance while achieving key performance indicators. The ideal candidate will have at least 3 years of relevant experience in Corporate or Business Banking and a Bachelor's degree in a related field. Strong customer relationship management skills are essential for this dynamic position.

Qualifications

• At least 3 years of relevant experience in Corporate, Commercial, or Business Banking.
• Experience managing a customer base in the targeted segment.
• Strong understanding of compliance and regulatory guidelines.

Responsibilities

• Manage and grow portfolio revenue and income from non-borrowing customers.
• Build and maintain strong customer relationships.
• Achieve monthly and annual KPI objectives.
• Serve as the primary point of contact for clients.

Skills

Customer relationship management

Sales and product cross-selling

KYC compliance

Communication skills

Education

Bachelor’s Degree in Business Administration, Finance, Banking

Job description

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting and dynamic industry.

Job Description

The role will primarily focus on managing and growing portfolio revenue and income from both borrowing and non-borrowing customers under the Virtual Relationship Unit within the CMB segment. Additionally, the role emphasizes building and maintaining strong customer relationships, ensuring personalized service, and contributing to the overall profitability and long-term sustainability of the bank’s portfolio.

Financials

• Manage a portfolio of 400-500 customers, primarily non-borrowing customers.
• Achieve monthly and annual KPI objectives (Portfolio, Revenue, Cross-sell, and Activations).
• Cross-sell bank products (New accounts, Assets, Trade, FX, and Bancassurance) to increase product penetration across the customer portfolio.
• Refer and upgrade customers to other units within the CMB segment (POS, MBBF, TWC, and Cash Management-related products).
• Ensure market penetration through focus on New-to-Bank referrals from existing customers.
• Focus on activation and management of dormant/inactive customers.
• Maintain daily sales reports on business performance for review.

Customers

• Serve as the primary point of contact for clients, providing timely support and expert advice to address their banking needs.
• Engage with clients regularly to update them on new products, services, and market opportunities.
• Maintain consistent and proactive communication to anticipate client needs and address concerns.
• Collaborate with internal teams to implement changes based on feedback, demonstrating a commitment to client satisfaction.
• Identify opportunities to introduce clients to relevant banking products that align with their financial goals, thereby adding value and enhancing customer loyalty.
• Actively contribute to initiatives aimed at improving NPS, including quality of service, turnaround times, and problem resolution.
• Maintain accurate records of client interactions, preferences, and feedback to support personalized engagement and targeted solutions.

Compliance

• Ensure the remediation of all KYC expired cases.
• Ensure clients comply with the bank’s policies and procedures related to AML, sanctions, and other regulatory guidelines.
• Monitor ongoing transactions and flag any suspicious or unusual activity for further investigation. Collaborate with the Compliance and Risk departments to ensure adherence to evolving regulatory requirements.
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) based on client risk profiles.
• Regularly update and review KYC information for both new and existing clients, ensuring all information is accurate and up to date.

Learning & Growth

• Participate in assigned People Development and Learning & Development programs.
• Take accountability for own development through active enrollment and participation, in close coordination with the respective Unit Manager.
• Ensure participation in assigned training, Learning & Development programs.
• Maintain awareness of competitors' offerings and suggest improvements to products/processes to line managers.

Propose and recommend decisions as per the approved authorization matrix. Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.

Minimum Qualification

• Bachelor’s Degree in Business Administration, Finance, Banking, or a related major field of study is preferred.

Minimum Experience

At least 3 years of relevant experience in Corporate, Commercial, or Business Banking, managing a customer base in the targeted segment.