Client Service Associate (Emiratisation)

About the role

We are looking for a customer‑centric banking professional to join our RAK Elite team and support a portfolio of affluent customers by delivering exceptional service, managing day‑to‑day banking requirements, and strengthening customer relationships. The role acts as a key support partner to Relationship Managers, ensuring seamless onboarding, efficient resolution of service requests, and identification of opportunities to deepen engagement and product penetration.

Key responsibilities

• Experience in Retail Banking, Priority Banking, Wealth Management Support, or Customer Service within a banking environment.
• Strong customer relationship management skills with the ability to engage and service affluent or high‑value clients.
• Experience managing customer portfolios, handling service requests, and delivering a superior customer experience.
• Ability to support Relationship Managers and act as a key point of contact for customer servicing needs.
• Knowledge of banking products including accounts, deposits, credit cards, mortgages, investments, insurance, and wealth products.
• Strong cross‑selling and customer needs assessment capabilities to identify additional banking opportunities.
• Excellent problem‑solving skills with the ability to manage customer complaints, escalations, and end‑to‑end resolution.
• High attention to detail while reviewing customer documentation and ensuring compliance with internal and regulatory requirements.
• Ability to manage multiple requests simultaneously while consistently meeting SLAs and turnaround times.
• Comfortable promoting and supporting digital banking adoption and assisting customers through onboarding journeys.
• Strong stakeholder management and coordination skills, working closely with Relationship Managers, Mortgage, Insurance, Investment, and Operations teams.
• Good reporting, tracking, and productivity management skills with experience maintaining customer engagement records and service metrics.

Required profile

• 2+ years of experience in Banking or Financial Services, preferably within a First Line of Defense (1LOD), Risk, Operations, or Controls environment.
• Strong understanding of Operational Risk Management, governance frameworks, and internal controls.
• Experience conducting Risk & Control Self‑Assessments (RCSA), control reviews, or process assessments.
• Ability to identify operational risks, control gaps, and recommend practical remediation actions.
• Experience in incident management, root cause analysis, and process improvement initiatives.
• Strong analytical skills with the ability to monitor trends, prepare dashboards, and present risk insights to stakeholders.
• Exposure to business process reviews, customer journey assessments, and process re‑engineering initiatives.
• Ability to work closely with business teams and act as a trusted risk partner to strengthen controls and governance.
• Excellent stakeholder management, communication, and presentation skills.
• Proactive, detail‑oriented, and capable of driving risk mitigation and continuous improvement initiatives.
• Position is exclusively open to UAE Nationals as part of Rakbank's commitment to Emiratisation.