Relationship Manager – Priority Direct

About the role

The Virtual Relationship Manager (VRM) will serve as the single point of contact for up to 1,000 retail banking customers in Dubai, delivering personalized service through digital, phone and email channels. The role focuses on maintaining strong relationships, resolving queries promptly, and identifying opportunities for product upgrades and referrals.

Key responsibilities

• Manage a portfolio of up to 1,000 customers via phone, email, and digital banking platforms, ensuring timely response to inquiries and complaints.
• Handle day‑to‑day banking queries related to accounts, cards, transfers and digital services, coordinating with internal teams to resolve issues.
• Educate customers on self‑service tools, digital platforms and product features while keeping CRM records up to date.
• Identify and pursue opportunities to upgrade customers from Gold to Diamond status and generate qualified referrals for investment and takaful products.
• Achieve monthly and quarterly KPIs related to service quality, portfolio growth and product cross‑selling.
• Ensure all interactions comply with KYC, AML and other regulatory requirements, maintaining confidentiality at all times.

Required profile

• Minimum 24 months of experience in retail banking or relationship management.
• Strong understanding of banking products, digital channels and customer service standards.
• Ability to work independently while delivering high‑quality service in a fast‑paced environment.

Required skills

• Proficiency with CRM tools.
• Experience using digital banking platforms.
• Solid knowledge of customer relationship management processes.
• Competent use of Microsoft Office applications.