Senior Customer Relationship Officer

Role Overview and Responsibilities

The Senior Customer Relationship Officer will craft and implement sales strategies designed to effectively promote the bank's product and service offerings, thereby achieving branch sales objectives and expanding the customer base in collaboration with the branch manager. This role requires delivering professional and superior-quality service aligned with top-tier customer service standards to satisfy client needs.

Key duties include spearheading sales activities and cross-selling efforts to meet predetermined branch targets, identifying and securing new-to-bank customers utilizing diverse sales methods and referrals, and overseeing daily sales and service operations to optimize efficiency and efficacy. The incumbent will regularly organize weekly meetings for planning field sales visits and continuously assess performance metrics. Reporting on sales progress and tactical recommendations will be submitted regularly to the Branch Manager.

Additionally, this position involves mentoring team members to maximize sales opportunities and foster a culture focused on sales and service excellence. The officer will also manage sensitive customer concerns with promptness and resolve any issues efficiently. Performance monitoring will be ongoing with targeted initiatives to improve staff sales expertise and product knowledge.

Performance Metrics

• Attainment of sales goals
• Maintaining high service quality standards
• Ratio of cross-selling success
• Customer satisfaction rates
• Transactions conducted across various channels
• Number of newly acquired customers

Required Qualifications and Skills

• Bachelor’s degree in Business Administration or Finance from an accredited institution is mandatory
• Minimum five years of banking experience, with at least three years in customer service and sales roles
• Proficiency in English and Arabic languages
• Strong orientation towards sales and customer service
• Capability to lead and manage a sales team effectively
• Excellent communication, interpersonal, and negotiation abilities
• Robust problem-solving skills

About the Organization

Arab Bank provides a values-driven, inclusive workspace that encourages innovation, lifelong learning, and employee wellbeing. The organization embraces diversity and inclusivity across generations, genders, and cultural backgrounds, leveraging this diversity to enhance the corporate culture and drive organizational success.