Customer Relationship Officer (UAENs Only)

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

Job Responsibility:

• Ensure closure of all service requests for the tagged customers within the defined TAT.
• Provide end-to-end customer service to PRB customers as per bank TATs.
• Coordinate with relevant departments for processing within TATs and handle product & service-related queries.
• Handle all requests as per the new branch model rolled out.
• Ensure customers visiting the Priority Centers are serviced on priority with their requests/complaints.
• Address customer complaints and provide First Contact Resolution wherever possible.
• Ensure end-to-end follow-up till the customer complaint is resolved and escalate when necessary.
• Follow up with customers post-complaint resolution ensuring customer experience.
• Inform customers of delays, if any, for their complaints raised with the bank.
• Assist the RM 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.
• Continuous follow-up with RMs and internal teams for documentation and other requirements to close customer concerns.
• Adhere to applicable policies & procedures to safeguard the bank’s interests.
• Report discrepancies to management.
• Ensure cross-sell to each PRB customer.
• Ensure no PRB customers have less than 5 products with the bank.

Job Skills & Qualifications:

• High School/Diploma Degree in a relevant field.
• Relevant experience in a related/similar job (over 2-10 years).
• UAE National with Family Book.

What we offer you:

• 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.