The posting
Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job Purpose:
To deliver end-to-end branch-based customer service and sales, handling customer needs, queries and operational requests while acquiring, managing, and growing a portfolio of customers—including Priority Segment—through deepening relationships and cross-selling the Bank’s asset and liability products with consistently high service quality.
Principal Accountabilities:
Work Management:
Customer Service, Operations & Fulfilment (Service Excellence)
- Act as the first point of contact to understand customer requirements, queries and complaints; guide walk-in customers to the appropriate service and encourage use of digital channels where applicable
- Deliver branch service requests within prescribed SLAs/TAT, including issuance of statements/letters and execution of customer requests via Operational CRM eForms/KOFAX with required original documentation.
- Perform account maintenance and service activities, including (but not limited to): Emirates ID/passport/contact details updates, standing orders, remittances, stop payments, cheque book requests/delivery/returned cheque processes (where applicable), CDM/ATM cash dispute handling, locker visit facilitation, trade license update, PDC removal requests, and other approved branch-serviced requests.
- Ensure customer onboarding and servicing is completed accurately, within agreed timeframes, with complete documentation and correct system capture to avoid rework.
- Maintain service quality by resolving issues efficiently using the Operational CRM System, ensuring high standards and consistent customer experience
Sales & Business Development (Assets, Liabilities & Fee Income)
- Drive end-to-end sales of asset and liability products by acquiring new-to-bank customers and identifying existing customers from the database for cross-sell to increase customer base and cross-sell ratio.
- Achieve assigned sales targets across relevant product lines, which may include: personal loans/finance credit cards auto loans, overdraft, deposits, and account products.
- Handle and close sales leads referred by internal channels (e.g., call center/other segments) and proactively generate new leads through customer engagement.
- Conduct proactive outbound calls/visits to existing and new customers, book and complete an agreed number of weekly appointments to review needs and recommend suitable CBD products.
- Review walk-in customer needs and recommend/sell appropriate products while maintaining service standards.
- Ensure all sales applications are completed correctly and submitted within policy guidelines; capture customer and account information accurately in relevant systems where applicable
- Refer specialized products/cases to the appropriate channel (e.g., mortgages to Direct Sales Team) and collaborate with relevant stakeholders to close opportunities
Priority Segment Portfolio Management & Growth
The Universal Banker is accountable for delivering a differentiated experience and growth outcomes for Priority Segment customers (e.g., Priority/Elite), in coordination with Relationship Managers (RMs) where applicable.
Own a defined Priority Segment customer portfolio (as allocated) to deliver retention, engagement, and revenue growth targets (AUM, lending, fee income, cross-sell).
Run a structured portfolio rhythm:
- periodic reviews (e.g., quarterly/half-yearly) of customer needs and life events
- proactive contact plans (calls/meetings)
- targeted offers aligned to customer profiles and risk appetite
Deepen relationships through holistic needs-based conversations and solutions across:
- deposits/investments/FX/banca (as applicable)
- lending solutions (PL/auto/overdraft; refer mortgages as required)
- protection (banca) and card propositions
Provide end-to-end support for Priority customer requests in partnership with Priority/Elite RMs, including handling personal banking product requests assigned to the role.
Ensure Priority customers receive premium service within SLAs and with elevated service quality, including effective complaint handling and follow-through.
Identify at-risk customers, address service recovery needs, and execute retention actions (pricing/service escalation/referrals) per segment guidelines.
Requirements
Education and Experience:
Graduate preferably in a commercially oriented discipline (or diploma in business/finance/banking as applicable).
Recommended: Min 2 years in branch banking with demonstrated experience across service + sales, with evidence of target achievement and strong customer satisfaction mindset.
