Client Relationship Associate

Job Summary

We are looking for a diligent and customer-oriented Client Relationship Associate to bolster our Retail Banking operations in Dubai and Abu Dhabi. This pivotal role involves responding to customer inquiries and service requests promptly, maintaining professionalism and accuracy, and ensuring an exceptional and fluid client servicing experience across various banking products.

Key Responsibilities

• Act as the main contact point for Elite clients, delivering high-caliber service.
• Manage an allocated portfolio of clients, addressing their service needs and questions efficiently.
• Establish and nurture strong relationships with customers to enhance satisfaction, loyalty, and retention.
• Engage proactively with customers through outbound communications to sustain relationship engagement.
• Gather customer feedback to aid in elevating overall customer experience and improving Net Promoter Score (NPS).
• Analyze customer needs to recommend suitable financial solutions.
• Identify and pursue opportunities to cross-sell bank products such as credit cards, loans, mortgages, investments, wealth products, and bancassurance.
• Generate viable leads and referrals for Relationship Managers and Business Development teams, supporting portfolio expansion especially with New-to-Bank customers.
• Process client requests related to account services, credit cards, onboarding, ensuring compliance with defined turnaround times and procedures.
• Oversee accuracy and regulatory compliance of all client transactions and documentation.
• Support digital onboarding processes throughout the customer journey.
• Manage and resolve queries from shared mailboxes expeditiously.
• Strictly comply with internal policies, regulatory mandates, and audit criteria.
• Conduct routine verifications like KYC, Emirates ID, passport validity, and customer account information.
• Spot and escalate risk factors or inconsistencies promptly.
• Collaborate with relationship managers, product teams, operations, insurance partners, and other stakeholders to enhance service delivery.
• Address and resolve customer complaints and escalations with professionalism and promptness.
• Record all client interactions accurately in relevant systems and maintain up-to-date trackers, DCRs, and CRM databases for monitoring and reporting.

Qualifications and Experience

• Bachelor’s degree in Business, Finance, or related fields.
• Experience in banking, client relationship management or customer service, ideally within high net worth individual (HNWI), Priority Banking, or Relationship Management contexts.
• Demonstrated ability to manage and grow high-value client relationships successfully.

Knowledge and Skills

• Strong familiarity with local banking laws and regulatory standards applicable in the UAE.
• Understanding of Anti-Money Laundering (AML) protocols with vigilance in onboarding authorized clients only.
• Aware of UAE Central Bank's rules and compliance expectations.
• Excellent communication, negotiation, and interpersonal skills with a client-centric approach.
• Proficient use of CRM software and banking operation platforms.