Personal Banking Advisor

At Emirates Islamic, we are committed to providing our customers with exceptional banking experiences through innovative Shariah-compliant financial solutions and superior service. We are looking for a dynamic and customer-focused Personal Banking Advisor to join our Retail Banking team and drive growth through relationship management, customer acquisition, and sales excellence.

Role Purpose

To acquire, manage, and deepen customer relationships by understanding customer needs and providing appropriate banking solutions. The role holder will be responsible for achieving sales targets, delivering exceptional customer service, and contributing to the overall growth of the Retail Banking portfolio.

Key Responsibilities

• Acquire new-to-bank customers and promote the bank's products and services.
• Build and maintain strong customer relationships through proactive engagement and regular follow-ups.
• Identify customer needs and recommend suitable banking solutions, including accounts, deposits, cards, financing, and wealth products.
• Achieve individual sales and revenue targets in line with business objectives.
• Generate leads through referrals, prospecting activities, and cross-selling opportunities.
• Ensure a high standard of customer service and customer satisfaction throughout the customer lifecycle.
• Conduct regular reviews of customer portfolios to identify opportunities for relationship deepening.
• Maintain accurate records of customer interactions and sales activities within the bank's systems.
• Ensure full compliance with regulatory requirements, internal policies, and operational procedures.
• Collaborate with branch and product teams to maximize customer acquisition and revenue opportunities.
• Stay informed on market developments, competitor activities, and product updates.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Finance, Banking, or a related discipline.
• Minimum 2-5 years of experience in Retail Banking, Sales, Relationship Management, or Financial Services.
• Proven track record in achieving sales targets and driving business growth.
• Sound understanding of retail banking products and services.
• Knowledge of UAE banking regulations and compliance requirements.
• Proficiency in Microsoft Office applications and banking systems.

Skills & Competencies

• Strong sales and relationship management skills.
• Excellent communication and interpersonal abilities.
• Customer-centric mindset with a passion for service excellence.
• Strong negotiation and influencing skills.
• Problem-solving and analytical thinking.
• Ability to work in a fast-paced, target-driven environment.
• Team player with strong collaboration skills.
• High level of integrity, professionalism, and accountability.

What We Are Looking For

• Passion for sales and customer engagement.
• Strong networking and business development capabilities.
• Ability to identify customer needs and provide tailored financial solutions.
• Self-motivated individual with a results-oriented mindset.
• Commitment to delivering outstanding customer experiences.

What We Offer

• Competitive salary and performance-based incentives.
• Comprehensive learning and development opportunities.
• Access to world-class Learning & Development platforms.
• Strong focus on employee wellbeing and work-life balance.
• Generous annual leave entitlement and private healthcare.
• Preferential banking facilities for employees.
• Career growth opportunities within Emirates Islamic and Emirates NBD Group.
• A collaborative and inclusive work environment that values innovation and excellence.

1. Accurate processing of retail banking transactions to safeguard customer assets and maintain operational integrity

• Validate customer identification and transaction details to comply with CDD/KYC regulations and prevent fraud.
• Execute deposit, withdrawal, and payment transactions using the bank's core banking system, ensuring data accuracy.
• Reconcile cash and transaction records daily to detect and resolve discrepancies promptly.
• Apply bank policies and regulatory requirements during transaction processing to uphold compliance standards.

Performance Measures:

• Frequency of transaction errors detected during internal audits
• Level of adherence to CDD/KYC and AML regulatory requirements
• Customer feedback on transaction accuracy and service reliability

2. Support branch sales objectives by providing knowledgeable guidance on consumer banking products and services

• Inform customers about product features, benefits, and eligibility criteria to facilitate informed decision-making.
• Assist customers in completing application forms for deposit accounts, credit cards, and personal loans.
• Identify customer needs through effective questioning and refer complex cases to sales specialists or managers.
• Maintain up-to-date knowledge of product changes and promotional campaigns to ensure accurate advice.

Performance Measures:

• Customer satisfaction scores related to product advisory interactions
• Accuracy and completeness of customer application submissions
• Number of referrals made to sales specialists for advanced product offerings

3. Maintain compliance with regulatory and internal control requirements to mitigate operational and conduct risks

• Conduct routine checks to ensure all customer documentation complies with regulatory standards and internal policies.
• Report suspicious activities or transactions in line with AML and fraud prevention protocols.
• Participate in mandatory training on regulatory updates, data privacy, and conduct risk management.
• Support internal audits by providing required documentation and explanations related to branch transactions.

Performance Measures:

• Absence of regulatory findings related to transaction processing and documentation
• Timeliness and accuracy of suspicious activity reports submitted
• Completion rate of mandatory compliance and risk training modules

4. Enhance customer experience by resolving routine service issues efficiently within branch operational guidelines

• Address customer inquiries and complaints related to account services promptly and courteously.
• Coordinate with internal teams to resolve service disruptions or transaction errors affecting customers.
• Document customer interactions and resolutions accurately in the CRM system for transparency and follow-up.
• Escalate unresolved or complex issues to the Branch Manager following established protocols.

Performance Measures:

• Customer feedback on issue resolution effectiveness and professionalism

• Average time taken to resolve routine service requests

• Consistency in following escalation procedures for complex cases

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

• Certification in Anti-Money Laundering (AML) or equivalent preferred

• Continuous professional development in banking regulations and customer service excellence