Job Description

Role: Relationship Officer - branches

Location: BR-Shaikh Zayed Road Branch, Dubai

Role purpose:

Managing products and service functions to ensure the delivery of quality service to customers, while projecting the warm image of ADIB, maintenance of operational controls and continuous improvement in financial services and operational service efficiency. Reports direct to: BM

This position is for UAE Nationals only.

Key accountabilities of the role:

Responsibilities:

• Handle inquiries related to deposit accounts for home finance customers. Opening and closing of deposit accounts, ensure proper completion of forms, observe KYC policies and CB instructions.
• Responsible for closing Home Finance customer complaints and ensuring that customer is satisfied with the service provided
• Ensure TAT is adhered to and where possible exceed customer expectations
• Ensure Home finance customer is constantly informed on status of his/her query.
• Co-ordinate and liaise with other departments in a professional manner
• Deliver the right levels of service skills support & coach other colleagues. Participate in regular review and development meetings with key stakeholders
• Ensure compliance with bank policies
• Comply and perform Key operational controls as required in ADIB’s polices & procedures in day-to-day operations.
• Cross sells ADIB products to HF customers.

Results required:

• Achieving Monthly Budget
• Continuous Improvement
• Response to be provided for Internal Audit & ICD Comments.
• Compliance of policies & procedures
• Positive customer feedback
• Tasks to be completed within specified TAT

Specialist skills / technical knowledge required for this role:

• Broad knowledge of ADIB’s Retail Banking financial products & services
• Thorough knowledge of ADIB’s Retail Credit & Operational Policies & Procedures
• Good knowledge of UAE banking practices, regulations & risks
• Thorough Knowledge of all the Regulations issued by Central Bank of UAE
• General awareness of competitors in the local market
• Fair knowledge of service standards
• Training skills
• Sales skills
• Management Information skills
• Computer skills

Previous experience:

• Minimum 2 years’ experience as a Customer Relations or similar roles in a banking environment