Assistant Relationship Manager, Elite - #33167

DESCRIPTION

Job Purpose:
Responsible for addressing branch walk-in customer needs, requests, queries, and complaints, in an accurate and timely manner and support CBD Elite RMs and CBD Elite customers
Principal Accountabilities:
Act as first point of contact in understanding customer’s requirements, queries and assist walk-in customers to select appropriate service
Ensure to serve the customer with token, and encourage customer o use our digital channels
Ensure to provide customer statement and letters within TAT
Receive customer requests through Operational CRM eForms & KOFAX and execute for next steps with required original documents

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  Account Maintenance activities (EmiratesID Update, Passport Update, Contact Details Update and etc.)

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  Remittances (Smart Form & Manual Form)

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  Standing order

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  Trade Finance service documents

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  Special Cheque Book requests

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  Cheque Book delivery & Returned Cheque Book handling (in not centralized branches)

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  Returned Cheque process handling

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  Stop payment instructions and execution

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  CDM ,and ATM cash dispute

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  Locker visit and maintenance

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  Contact details update

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  Statement request

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  Trade license update

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  PDC removal request

Support PSAs for the onboarding and/or selling of products to new and existing customers which include products such as, CASA, Deposits, Loans and Credit Cards etc. with using the relevant systems in the branch
Ensure that all product applications are filled accurately, within the agreed timeframe and all the required documents are obtained and information entered captured correctly in the system to avoid re-work
Ensure that all customer applications submitted through the system within CBD policy guidelines
Proactively call existing and new customers and make agreed target number of appointments per week to review customer needs and make sales of other suitable CBD products
Review customer’s database and explore opportunities for the sales of other suitable CBD products
Attend all relevant sales and service meetings (as appointed) to review performance and share best practice ideas
Register customers visiting Safe Deposit Locker, verify signature and accompany customer to the Vault to facilitate the locker access
Receive, register, and maintain a balance report on a daily basis against the physical stock (Cheque Books, Credit cards, Debit Cards, Returned Cheques etc.) held with BOM (under dual custody)
Service and Quality
Proactively help customers to reduce their waiting time
Ensure customers are on-boarded (new accounts) and served within prescribed SLAs Ensures that all customer problems/complaints/queries are handled efficiently and according to standards and high level of service quality using the Operational CRM System.