Customer Relationship Officer; UAE Nationals RAK - FUJ

Job Description

To comply with country regulations, we are looking for UAE talent to fill this role.

• Provide end to end customer service to Priority Banking customers as per bank TAT’s
• Assist the Relationship Managers to whom he/she is tagged by taking ownership of all servicing (queries, requests, complaints, application processing, etc.) related requirements of the customers under the RM’s portfolio. Along with supporting processing customer applications/ system requests etc.
• Ensure customers visiting the Priority Centers are serviced on priority with their requests/complaints
• Address customer complaints & provide First Contact Resolution where ever possible
• Ensure end to end follow up till the customer complaint is resolved and escape when necessary
• Follow-up with customer post complaint resolution ensuring customer experience
• Adherence to applicable policies & procedures to safeguard bank’s interests
• Report discrepancies to management
• Ensure cross sell to each Priority Banking customer and ensure no Priority Banking customers have less than 5 products with the bank

• High School or Bachelor degree
• Relevant experience in related/similar job

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees

• Customer satisfaction and retention through prompt resolution of routine service requests
• Respond to client inquiries regarding account balances, product features, and transaction status to ensure clarity and confidence in banking services.
• Resolve standard transactional issues such as cheque deposits, fund transfers, and payment instructions within defined turnaround times.
• Escalate complex or non-routine customer concerns to the Assistant Manager, ensuring timely follow-up and closure.
• Maintain accurate records of all customer interactions in the CRM system to enable service continuity and audit readiness.
• Customer feedback scores on service responsiveness and professionalism
• Rate of first-contact resolution for standard service requests
• Accuracy and completeness of customer interaction records
• Operational risk mitigation in daily branch transactions
• Verify customer identification and documentation in line with KYC and AML requirements before processing transactions.
• Monitor for suspicious or unusual transaction patterns and flag potential compliance breaches to the manager.
• Adhere to dual control and segregation of duties protocols during cash handling and document processing.
• Follow established checklists and controls to minimise errors and prevent losses in routine operations.
• Absence of compliance breaches or audit findings in transaction processing
• Timeliness and accuracy of suspicious activity reporting
  
  Consistency in applying operational controls and checklists
• Accurate execution of business banking product onboarding and maintenance
• Guide clients through account opening, closure, and maintenance processes, ensuring all documentation meets regulatory and policy standards.
• Input and update customer and account data in core banking systems with precision to support downstream processing.
• Coordinate with internal teams to facilitate the activation of digital banking channels and business banking solutions.
• Validate customer requests for product modifications, such as mandate changes or limit adjustments, prior to processing.
• Error rate in account setup and maintenance activities
• Turnaround time for onboarding and modification requests
• Compliance with product and documentation standards
• Data privacy and confidentiality assurance in all customer…