Customer Relationship Officer – Floater

Role : Customer Relationship Officer – Floater
Location : AUH Central Region

Role Purpose:
Covering any CRO shortage on branches network & Managing products and service function to ensure the delivery of quality service to customers, while projecting the warm image of ADIB, maintenance of operational controls & continuous improvement in financial services and operational service efficiency.


Key Accountabilities of the role

Maintain stability on Branches level - Provide support to branches network to maintain excellent service level by reduce the customer waiting time also reducing the customer complaint by covering any CRO’s shortfall’s.

Achieving Monthly Budget - Provide support to branches to prepare the 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 – to share own experience with the new CRO at the branches in order to improve their skills & report any nonstandard practice at the branches level to achieve the consistent among the branches network.

Custodian work – to be custodian over the securities item which related to customer service area in a way not conflicted with his role as a CRO.

Deposit account documentation – Handling inquiries related to deposit account products and services such as cheque book request, ATM request, Standing Orders, internet banking and any other related services. Opening & closing deposit accounts for customers. Input of customer deposit account details to system, ensuring proper completion of forms, reports and customer files. Issuance of bank certificates related to deposit accounts to customers

Finance account documentation – Handling inquires related to finance products & services and covered cards to customers. Preparing finance application & instruction on credit limits for approval and opening & closing finance accounts for customers. Input of customer finance account details to system, ensuring proper completion of forms, reports and customer files. Issuance of bank certificates related finance products to customers.

Handling customer issues and complaints in an efficient and friendly manner.

Execution, distribution, recording of customer instructions from various channels (e.g. mail, fax, phone etc.,)

inclusive of accepting customer instructions for processing by other account holding branches.

General Administrative work, which may include preparation of memos & customer letters.

Perform any other responsibility entrusted by Branch Management from time to time.


Specialist Skills / Technical Knowledge Required for this role:


1. Good knowledge of ADIB’s Retail Banking products & services
2. Good knowledge of ADIB’s Operational Policies & Procedures
3. Fair Knowledge of UAE banking practices , regulations & risks
4. Thorough Knowledge of all the Regulations issued by Central Bank of UAE
5. General awareness of competitors in the local market
6. Fair knowledge of service standards
7. Knowledge of Cross Sales
8. Computer skills