Customer Relationship Officer (UAE Nationals Only )- RAK - FUJ - AJMAN

Responsibilities

• 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
• 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
• 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
• Apply data protection protocols when accessing, sharing, or storing customer information to prevent unauthorised disclosure.
• Educate customers on secure banking practices and the bank's privacy commitments during service engagements.
• Report any suspected data privacy incidents or breaches to the Assistant Manager without delay.
• Restrict access to sensitive information strictly to authorised personnel and systems.
• Incidence of data privacy breaches attributable to role activities
• Customer confidence in data security as reflected in feedback
• Adherence to internal data handling and privacy guidelines

Qualifications

• Diploma or Bachelor's degree in Banking, Business Administration, or related field
• Professional certification in customer service or banking operations (preferred)
• Ongoing training in AML/KYC compliance and data privacy

Company