Summary
Emirates Islamic is hiring a Customer Relationship Officer for Business Banking in Dubai. The role serves business customers at the branch, handles enquiries and service issues, supports onboarding and KYC documentation, and processes transactions in line with controls. It also identifies customer needs and refers suitable banking products and services. Applicants need a high school or bachelor’s qualification, at least two years of relevant experience, and must be UAE nationals.
The posting
As published on emiratesislamic.ae. Pulled from the employer's site and shown as they wrote it.
Job Responsibility:
- Effectively identify and respond to Business Banking client needs.
- Ensure completion of client transaction in timely and quality manner.
- Increase client satisfaction by providing high-quality service.
- Support the quality initiative by reducing transaction defeats and cycle time.
- Provide product and service information, advice and relevant products and services to customers to increase their awareness and promote their usage.
- Contacting client and getting missing documents.
- Execute relevant financial transaction for clients in line with service.
- Create and exploit opportunities to promote and sell a portfolio of products and services that meets the needs of existing and prospective customers to achieve the assigned sales objectives/standards.
- Maximize the referral opportunities from client interactions.
- Identify and act on sales and relationship –deepening opportunities to facilitate retention and continued relationship.
- Understand access channels (ATM, Internet banking, Phone banking, etc.) to proactively educate clients on access options.
- Apply and comply with relevant processes, procedures and controls to meet the unit’s needs while providing efficient service to customers.
Job Skills & Qualifications:
- High School / Bachelor Graduate
- At least 2 years of relevant experience in similar job
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
Responsibilities
1. Customer satisfaction and retention through effective service delivery at the branch
- Respond to business customer enquiries regarding account balances, product features, and transaction status, providing clear and accurate information.
- Resolve basic service issues and complaints in line with bank policy, escalating complex matters to the manager for prompt resolution.
- Facilitate onboarding of new business clients by guiding them through documentation requirements and ensuring all forms are completed accurately.
- Support the promotion of relevant retail banking products by identifying customer needs and referring qualified leads to the relationship management team.
Performance Measures:
- Quality of customer feedback and satisfaction scores for branch interactions
- Resolution rate of first-contact service queries without escalation
- Volume of qualified product referrals generated from branch interactions
2. Operational risk mitigation in daily transaction processing
- Verify business customer instructions for deposits, withdrawals, and transfers against established authorisation protocols.
- Check all supporting documentation for completeness and compliance with internal controls before processing transactions.
- Identify and flag any suspicious or unusual account activity in accordance with AML and CDD guidelines.
- Maintain accurate records of all transactions and ensure timely filing of required reports as per regulatory and audit standards.
Performance Measures:
- Absence of processing errors or unauthorised transactions in daily operations
- Compliance with AML, CDD, and internal control requirements
- Quality of documentation and audit trail maintained for all processed transactions
3. Business customer onboarding and KYC compliance
- Collect and review KYC documentation from new business clients, ensuring alignment with regulatory and bank policy requirements.
- Input accurate customer data into core banking and CRM systems, verifying all mandatory fields are completed.
- Liaise with compliance and operations teams to resolve documentation discrepancies or missing information.
- Educate clients on the importance of ongoing KYC updates and support periodic reviews as required by policy.
Performance Measures:
- Accuracy and completeness of KYC files for new and existing business clients
- Timeliness of onboarding process from initial contact to account activation
- Regulatory audit outcomes related to KYC and onboarding compliance
4. Branch service efficiency through process adherence and teamwork
- Coordinate with branch colleagues to ensure smooth handover of customer requests and timely completion of service tasks.
- Follow established branch procedures for queue management, appointment scheduling, and document handling.
- Support daily reconciliation of cash and non-cash transactions, reporting discrepancies to the manager immediately.
- Participate in regular team briefings to share updates on process changes, customer feedback, and service improvement opportunities.
Performance Measures:
- Consistency of adherence to branch operating procedures and process checklists
- Team feedback on collaboration and support during peak service periods
- Reduction in service delays or errors attributed to process lapses
Qualifications
- Diploma or higher qualification in Banking, Business Administration, or related field
- Completion of AML/KYC training modules
- Ongoing professional development in customer service or banking operations