TeleRelationship Officer

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Responsible for generating revenues/achieving sales units as stated in the annual objectives through the sales of consumer banking products and services.
• Achieve volume and revenue goals via the combination of customer acquisition and relationship deepening through the execution of an effective sales process as per the set business plan.
• New client acquisition: To acquire new clients, submitting accurate credit applications, ensuring an excellent on boarding experience to achieve assigned acquisition targets and desired growth in the revenue and AUM of the portfolio.
• Cross selling: Offering different products basis clients requirements, promoting bank initiated campaigns and maximizing the cross sell ratio and product penetration in the portfolio. Achieving different KPI as slated in annual objectives. Ensuring that business plan is delivered in line with required policies, procedures and framework.
• Offering existing clients new and existing solutions while identifying their needs.
• Enrolling clients for alternate channels and enhance the overall volumes and growth.
• Reviewing client records, client reviews, remediation activity, identifying and responding to customer requirements,
• Ensuring products and services are given within an agreed TAT, and complaints are resolved to maintain long term relationships.
• Retention of the portfolio with the help of tools available. Creating and attending to opportunities of growth of portfolio and aum.
• Responsible for the NPS of own portfolio, intra department queries regarding customers, Remittances, AML, reviews etc
• Enhance customer satisfaction and retention with highest level of ethical and regulatory standards
• Effectively working on the business plan and the strategy for better NPS.
• Maintain, serve and enhance the customer relationships, demonstrate our Promise and apply ADCB service standards to deliver banks’ required levels of service in all internal and external customer interactions.
• Ensure any service failure is remedied immediately to avoid any threat to the bank’s reputation. 
• Ensure that all service levels agreements are being met consistently without any fail.
• Establish and maintain strong professional relationships/connections by gaining customers trust (internal as well as external.
• Ensure that all auditable process and procedures are followed and audit responses are addressed and responded to immediately.
• Ensure compliance policies are understood and strictly implemented.
• Ensure strict compliance on documentation provided by the customers.
• Bring in quality customers to the bank, which leads to quality references thus ensuring each case is profitable to the bank.
• Ensure clean and healthy sourcing without resorting to quick-fix measures and fraudulent practices that may affect performance of the portfolio.
• Deliver superior service to match and exceed customer expectations to achieve ‘customer delight’

The ideal candidate should have the following experience:

• At least 2-3 years of experience managing relationships and a portfolio of clients in the banking sector.
• Bachelor’s Degree in Business Administration, Accounting or Finance.
• Strong selling and negotiation skills.
• Strong commitment to financial objectives, service delivery customer focus, & result oriented
• Good written and spoken English are required.
• Written and spoken Arabic is desirable.
• Interpersonal and communication skills.
• Team player

What we offer:

Competitive Salary: The indicative pay range for this role is AED *** – AED *** per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.

Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.