About The Role

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

Job Overview

As Customer Relationship Officer at Emirates NBD, your role is to provide consistently an excellent service to all Priority Banking customers for their banking needs. The objective is to improve customer profitability and loyalty to the bank through such service.

Key Responsibilities

Be accountable for client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
Take full responsibility and ownership for Priority Banking customer service at the branch.
Avoid any staff complaints from customers as it affects the overall segment performance.
Validate and track TTs requests, FDs Requests and Account Maintenance requests in track BPM.
Check for completeness of documentation and tracking in track soft while performing Account opening and Credit card application.
Liaise with compliance and various other departments for following up and submission of documents or relevant matters.
Action and Review of CRM cases assigned to Priority Banking Centers.
Set and track sales account targets.

Skills and Experience

University Degree in Business or Finance
1-2 years of work experience, preferably in a processing/back office/Customer Services function within the Bank
Experience in Finacle, Fin One, MS Excel and MS office

There’s never been a better time to join Emirates NBD.

We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.

#LI-LA1

Client satisfaction and retention through accurate execution of priority banking transactions

Process account openings, deposits, withdrawals, and fund transfers for priority clients in accordance with internal controls.
Verify client documentation and ensure compliance with KYC and AML requirements during all service interactions.
Identify and address routine transaction discrepancies, escalating exceptions to the manager as per guidelines.
Provide prompt updates to clients on transaction status, reinforcing trust in branch processes.

Performance Measures

Accuracy rate of processed transactions for priority clients
Client feedback on transaction handling and responsiveness
Frequency of escalated transaction errors requiring managerial intervention

Operational risk mitigation in daily branch activities

Adhere to dual control and segregation of duties protocols during cash and non-cash operations.
Monitor for suspicious activity and report potential fraud or unusual transactions in line with regulatory standards.
Maintain up-to-date records of all client interactions and transactions in core banking systems.
Participate in regular branch audits and compliance checks, addressing findings within own remit.

Performance Measures

Absence of operational losses or breaches within assigned activities
Timeliness of suspicious activity reports and escalation
Audit findings related to documentation and process adherence

Enhanced client engagement through proactive product and service support

Respond to client queries regarding retail banking products, features, and eligibility criteria.
Identify cross-sell opportunities for relevant products and refer qualified leads to relationship managers.
Educate clients on digital banking channels and support onboarding to self-service platforms.
Gather and relay client feedback on service gaps or unmet needs to inform continuous improvement.

Performance Measures

Volume of qualified leads referred to relationship managers
Client adoption rates of digital banking solutions
Quality of client feedback captured and communicated to the team

Data privacy and confidentiality assurance in all client interactions

Safeguard client information by following data protection protocols in all communications and system usage.
Restrict access to sensitive data to authorised personnel only, in line with bank policy.
Dispose of physical and electronic records securely, minimising risk of data leakage.
Report any suspected data breaches or vulnerabilities to the manager without delay.

Performance Measures

Compliance with data privacy standards during audits
Zero incidents of unauthorised data disclosure
Promptness and completeness of breach reporting
Diploma or Bachelor's degree in Banking, Finance, Business Administration or related field
Certification in AML/KYC compliance (preferred)
Ongoing professional development in customer service or digital banking