Senior Officer - Escrow Services

Role Overview

The Senior Officer in Escrow Services is responsible for collaborating with internal teams, external stakeholders, regulatory bodies, and department heads to develop and sustain escrow service offerings. The position ensures that centralized escrow services are delivered with the highest quality and operational efficiency.

Primary Responsibilities

• Engage with customers and regulatory authorities to stay updated on regulatory changes, maintain strong business relationships, and submit detailed call reports.
• Oversee day-to-day escrow processing and transactions in partnership with the Escrow Operations team and coordinate with other departments as necessary.
• Provide personalized service to escrow clients and regulatory entities, managing and resolving client complaints promptly within the agreed timelines.
• Act as the key contact and escalation point between clients, authorities, and internal parties to ensure smooth communications.
• Educate customers about escrow payment processes and coordinate with concerned departments accordingly.
• Adhere to and promote institutional policies and procedures related to escrow activities.
• Monitor all escrow transactions, preparing monthly Management Information System (MIS) and audit-related reports.
• Submit required regulatory reports on a monthly and quarterly basis.
• Support audit activities and examinations as needed.
• Complete mandatory training to fully understand processing systems and procedures.
• Identify and address process or system issues by working with support teams to implement improvements.
• Serve customers across the UAE, addressing daily escrow-related needs while maintaining operational accuracy and efficiency.
• Deliver reliable MIS reports weekly and monthly for senior management review.
• Strictly comply with ADIB policies, Central Bank circulars, and compliance requirements; proactively take corrective actions to address gaps in daily processing.
• Review escrow account opening documentation and maintenance requests to ensure compliance with bank policies.
• Coordinate effectively with Legal, Compliance, Sharia, and Operations departments during escrow transactions.
• Participate in the development, implementation, and enhancement of escrow systems and projects.
• Maintain confidentiality in all activities.
• Manage escrow agreements including review, obtaining approvals, customer concurrence, and formal signoff for new escrow projects and accounts.

Qualifications and Skills

• Bachelor's degree or equivalent qualification in business, finance, marketing, or a related field.
• Professional or technical certifications/diplomas relevant to the role are desirable.
• Strong cultural awareness and adaptability in a diverse work environment.
• Excellent interpersonal skills with the ability to build and maintain executive-level as well as cross-functional internal relationships.
• Advanced written and verbal communication skills for effective interaction both in person and over the phone.
• Capable presentation and facilitation abilities.
• Thorough knowledge of customer service principles.
• Hands-on experience and sound understanding of escrow rules, regulations, and compliance requirements.