Customer Relationship Officer

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

Job Responsibility:

The primary purpose of this job is :

• Provide end to end customer service to Priority Banking customers as per bank TAT’s
• Assist the Relationship Managers 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.
• Ensure customers visiting the Priority Centers are serviced on priority with their requests/complaints
• Address customer complaints & provide First Contact Resolution where ever possible
• Ensure end to end follow up till the customer complaint is resolved and escalate when necessary
• Follow-up with customer post complaint resolution ensuring customer experience
• Adherence to applicable policies & procedures to safeguard bank’s interests
• Report discrepancies to management
• Ensure cross sell to each Priority Banking customer and ensure no Priority Banking customers have less than 5 products with the bank

Job Skills & Qualifications:

• High School or Bachelor degree
• Relevant experience in related/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

1. Customer satisfaction and retention through prompt resolution of routine service requests

• Respond to client inquiries regarding account balances, product features, and transaction status to ensure clarity and confidence in banking services.
• Resolve standard transactional issues such as cheque deposits, fund transfers, and payment instructions within defined turnaround times.
• Escalate complex or non-routine customer concerns to the Assistant Manager, ensuring timely follow-up and closure.
• Maintain accurate records of all customer interactions in the CRM system to enable service continuity and audit readiness.

Performance Measures:

• Customer feedback scores on service responsiveness and professionalism
• Rate of first-contact resolution for standard service requests
• Accuracy and completeness of customer interaction records

2. Operational risk mitigation in daily branch transactions

• Verify customer identification and documentation in line with KYC and AML requirements before processing transactions.
• Monitor for suspicious or unusual transaction patterns and flag potential compliance breaches to the manager.
• Adhere to dual control and segregation of duties protocols during cash handling and document processing.
• Follow established checklists and controls to minimise errors and prevent losses in routine operations.

Performance Measures:

• Absence of compliance breaches or audit findings in transaction processing
• Timeliness and accuracy of suspicious activity reporting
• Consistency in applying operational controls and checklists

3. Accurate execution of business banking product onboarding and maintenance

• Guide clients through account opening, closure, and maintenance processes, ensuring all documentation meets regulatory and policy standards.
• Input and update customer and account data in core banking systems with precision to support downstream processing.
• Coordinate with internal teams to facilitate the activation of digital banking channels and business banking solutions.
• Validate customer requests for product modifications, such as mandate changes or limit adjustments, prior to processing.

Performance Measures:

• Error rate in account setup and maintenance activities
• Turnaround time for onboarding and modification requests
• Compliance with product and documentation standards

4. Data privacy and confidentiality assurance in all customer interactions

• Apply data protection protocols when accessing, sharing, or storing customer information to prevent unauthorised disclosure.
• Educate customers on secure banking practices and the bank's privacy commitments during service engagements.
• Report any suspected data privacy incidents or breaches to the Assistant Manager without delay.
• Restrict access to sensitive information strictly to authorised personnel and systems.

Performance Measures:

• Incidence of data privacy breaches attributable to role activities

• Customer confidence in data security as reflected in feedback

• Adherence to internal data handling and privacy guidelines

• Diploma or Bachelor's degree in Banking, Business Administration, or related field

• Professional certification in customer service or banking operations (preferred)

• Ongoing training in AML/KYC compliance and data privacy

EIB

Emirates Islamic was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles.

As one of the leading Islamic banks in the UAE, Emirates Islamic offers exciting career opportunities for highly motivated professionals and graduates. At Emirates Islamic, we believe that our Employees are our biggest asset and we continuously invest in Talent Management & Training and Development programmes to help them excel professionally and achieve success in their chosen career.

Emiratization is a key strategic objective at Emirates Islamic. We provide training to talented, young Emaratis under dedicated programmes that shape their ambition, passion & commitment and guide them to become the future leaders of the organization as well as the overall financial sector.

We are driven by our values of Innovation, Customer Service, Ambition & Ownership and are always looking for talent to add to our diverse work environment comprising of over 60 nationalities.