Support Officer- Virtual Relationship - Emiratized Role

Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We're looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.

Join us and leave your mark on the industry. Let's work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

The role will primarily focus on managing and growing portfolio revenue and income from both borrowing and non-borrowing customers under the Virtual Relationship Unit within the CMB segment. Additionally, the role emphasizes building and maintaining strong customer relationships, ensuring personalized service, and contributing to the overall profitability and long-term sustainability of the bank’s portfolio

1.Client Relationship Management:

• Serve as the primary point of contact for commercial banking clients under the virtual relationship management.
• Provide prompt and efficient responses to customer inquiries via phone, email, and video calls.
• Ensure that all clients interaction is managed in line with agreed TAT/SLAs, including response and resolution times.
• Build and maintain strong long-term relationships with clients to understand their business needs and provide tailored solutions.
• Take ownership of customer issues and follow proactively through to ensure resolution. • Maintain clear and professional communication with clients.
• Effectively manage and escalate complex issues to senior management when necessary, ensuring that they are resolved promptly.
• Accurately document client interactions, issues, and resolutions in the CRM system.
• Work with other team members to ensure consistency in service delivery and share best practices.
• Manage service delivery expectation of customers to sustain positive NPS score and minimize NPS detractors in the managed portfolio.

2. Service Operation Management

• Ensure all client service requests are attended (financial & non- financial,) are completed within agreed service-level agreements (SLAs).
• Follow-up with supporting units to ensure proper follow-up on client’s service request (SR).
• Obtain customer information and reply to AML/STR alerts raised on assigned accounts within the assigned approved Turnaround time (TAT)
• Track and monitor requests to ensure accurate and efficient completion, troubleshooting issues as they arise.
• Act as a liaison between various departments (e.g., CCS Centres, Compliance, Risk, IT, Legal, Treasury, and Operations) to ensure client requests are addressed in line with FAB policies and regulatory requirements.
• Ensure that all service operations are conducted in compliance with banking regulations, internal policies, and risk management frameworks.
• Implement procedures to mitigate operational risks and ensure the integrity and confidentiality of client information.

3. Support Virtual Relationship Managers (VRMs)

• Work closely with (VRMs) to analyze client portfolios and identify potential sales opportunities.
• Implement strategies to retain and win back the customers leading to the enhancement of client retention rate.
• Identify opportunities to upsell or cross-sell bank products and services to clients. • Generate referrals by referring the client to other commercial banking sales channel for revenue generation product viz TWC, PL assist, FX, investment, Banca, and liabilities.
• Provide clients with information on banking products, services, and market trends.

4. Training and Development:

• Participate in training and development programs to stay current on banking products, services, policies, and procedures.
• Contribute to process improvements to enhance the client experience and operational efficiency.
• Mentor new team members by sharing best practices and providing guidance on handling complex customer interactions.
• Take the accountability for self-learning and professional development in addition to completion of all mandatory trainings.
  
  

Qualifications:

• High school diploma or equivalent; bachelor’s degree in business administration, Finance, or a related field.
• Minimum of 2-3 years of experience in client service within the banking or financial services industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• High level of empathy, patience, and a customer-centric approach.
• Technical proficiency with digital communication tools and CRM