Customer Service Agent jobs in United Arab Emirates

Role Purpose: To manage an assigned existing portfolio and a list of Target Market potential prospects for acquisition towards achieving financial targets (including but not limited to revenue, new net revenue, volume, cross-sell ratio, ROE, and ROA) and overall customer satisfaction. To be fully involved and primarily responsible for account strategy and business growth.

• Relationship management: Manage assigned portfolio with focus on mid-size relationships (~10 for Large Corps, ~25 for Emerging Corps and ~20 for Government); achieve financial targets in line with portfolio (e.g., total revenues, revenue from treasury products, revenue from cash management, RORC); ensure regular interaction with clients to address banking/financial needs and increase ADIB share of wallet; conduct joint client calls with product partners (CFIB, Treasury, GTS) as per the account plan to identify opportunities to deepen the relationship; work closely with customer service unit to address day-to-day transaction needs.

• Risk management & credit analysis: Assume responsibility for credit risk and day-to-day management of own portfolio; conduct due diligence in preparing credit applications including screening against TM & RAC and prepare green light memos for CRT; structure facilities compliant with ADIB’s credit policy with adequate security/collateral, terms and conditions and profitability (ROA, RORC) in line with thresholds; negotiate internally and with clients for closure of deals; ensure fulfilment of all required documentation (incl. insurance) as per bank credit policies and procedures; ensure all deferred documentation is obtained on time; continuously monitor overall performance of company and its industry; execute annual renewals of facilities on time; monitor and track portfolio to recognize problem credits early.

• Build sector expertise: Understand market and business trends; develop sector expertise: understand economics of industry, key levers and key products to offer; ensure that all new deals in discussion are recorded and updated in deals in pipeline report weekly.

• Process implementation: Conduct client calls at least quarterly; document call memos in standard format capturing meeting contents, opportunities for business development, client’s financial plan; develop account plans for each relationship and use as basis for regular client calling; keep account plans updated; ensure that all new deals are recorded/updated in deals in pipeline report weekly; manage a list of prospects as assigned centrally and ensure adequate follow up for new client acquisition; ensure operational issues are addressed to client satisfaction (e.g., establishment of LCs/LGs, disbursement of financing).

• Compliance: Ensure activities are in full compliance with group policies and processes including Sharia requirements, Central Bank regulations and other internal Legal and Compliance regulations; ensure satisfactory internal and external audit ratings.

• Other: Attend recommended trainings.

• Strong analytical skills
• Knowledge of credit policy & procedure
• Customer Service Oriented
• Strong Marketing Skills

• Business Analyst | Fresh Graduates | Emiratisation
• Business Analyst – Banking Domain (Scrum Framework & Digital Initiatives)
• Assistant Manager - Service (Data Analysis & BI)
• Business Analyst with Open Finance Experience
• Business Development Specialist – Home and Residential | Fitness Equipment Division
• Business Analyst | Fresh Graduates | Emiratisation
• Murex Front Office BA (relocation friendly)