Customer Relationship Officer – Floater
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Key skills for this role
About the Role
ADIB is seeking a Customer Relationship Officer to cover CRO shortages across branches in the AUH Central Region. The role involves managing products and services, ensuring quality service, and maintaining operational controls.
Key Skills for This Role
Responsibilities
- Cover any CRO shortage on branches network to maintain service level and reduce customer complaints
- Achieve monthly budget by preparing comments on budget variance for branch sale of financial product targets
- Comply with ADIB's policies and procedures in day to day operations
- Share experience with new CROs to improve their skills and report nonstandard practices
- Handle deposit account documentation including opening/closing accounts, cheque book requests, ATM requests, etc.
- Handle finance account documentation including preparing finance applications and opening/closing finance accounts
- Handle customer issues and complaints in an efficient and friendly manner
- Execute, distribute, and record customer instructions from various channels
- Perform general administrative work including preparation of memos and customer letters
Requirements
- Good knowledge of ADIB's Retail Banking products & services
- Good knowledge of ADIB's Operational Policies & Procedures
- Fair knowledge of UAE banking practices, regulations & risks
- Thorough knowledge of all regulations issued by Central Bank of UAE
- General awareness of competitors in the local market
- Fair knowledge of service standards
- Knowledge of Cross Sales
- Computer skills
Full Job Posting
Role Purpose
- Covering any CRO shortage on branches network and managing products and service function to ensure 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 efficienc
Key Accountabilities
- Maintain stability on Branches level Provide support to branches network to maintain excellent service level by reducing customer waiting time and complaints by covering any CRO shortfalls.
- Achieving Monthly Budget Provide support to branches to prepare comments for budget variance on achievement of branch sale of financial product targets.
- Compliance of policies & procedures Comply and perform Key operational controls as required in ADIB's polices & procedures in day to day operation.
- Value Adding – share own experience with new CROs to improve their skills and report any nonstandard practice at branches level.
- Custodian work – be custodian over securities items related to customer service area.
- Deposit account documentation – handling inquiries, opening/closing accounts, inputting details to system, issuing bank certificates.
- Finance account documentation – handling inquiries, preparing applications, opening/closing accounts, inputting details, issuing certificates.
- Handling customer issues and complaints in an efficient and friendly manner.
- Execution, distribution, recording of customer instructions from various channels.
- General Administrative work, including preparation of memos and customer letters.
- Perform any other responsibility entrusted by Branch Management.
Specialist Skills / Technical Knowledge Required
- Good knowledge of ADIB's Retail Banking products & services
- Good knowledge of ADIB's Operational Policies & Procedures
- Fair 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
- Knowledge of Cross Sales
- Computer skills
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