Customer Relationship Officer

About the role

The Customer Relationship Officer will act as the primary point of contact for retail banking clients in Dubai, ensuring high‑quality service delivery and promoting the bank’s brand image. The role combines operational control, sales, and compliance responsibilities to support the branch’s financial targets and continuous improvement initiatives.

Key responsibilities

• Process deposit account documentation, open and close accounts while adhering to KYC and Central Bank guidelines.
• Handle finance and covered‑card inquiries, prepare applications, obtain approvals, and maintain accurate customer files.
• Sell and cross‑sell ADIB’s retail banking products, actively promoting the bank’s image.
• Manage and coordinate a team of subordinates, including training planning and performance appraisal.
• Support the branch in achieving monthly sales budgets and prepare variance comments.
• Identify workflow improvements and recommend process changes to the branch manager at least annually.
• Assist in responding to internal audit and ICD comments related to financial products and services.
• Ensure day‑to‑day compliance with ADIB policies, operational controls, and regulatory requirements.

Required profile

• Demonstrated ability to meet or exceed monthly sales and budget targets.
• Experience in driving continuous improvement initiatives within a banking environment.
• Capability to prepare detailed responses for internal audit and regulatory reviews.
• Strong adherence to banking policies, procedures, and compliance standards.

Required skills

• Broad knowledge of ADIB’s retail banking products and services.
• Thorough understanding of ADIB’s retail credit and operational policies.
• Good knowledge of UAE banking practices, regulations, and associated risks.
• Comprehensive awareness of Central Bank of UAE regulations.
• General awareness of local market competitors and service standards.