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Open nowPosted yesterday

Associate Relationship Manager- Private Banking Front Office

Mashreq312 open roles

Where
United Arab Emirates
Work mode
On site
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Your applicationOpen nowAssociate Relationship Manager- Private Banking Front OfficeMashreq · United Arab Emirates

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Mashreq postings stay open a median of 19 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted yesterday

Mashreq median: 19 days open

The posting

Job Description

Job Purpose

  • Supporting the RMs and EAM coverage desk with onboarding process of Clients, documentation, KYC, agreements and ongoing maintenance with complete ownership
  • Drive cross-selling of Mashreq Private Banking in-house strategies, deposits, bespoke account solutions, asset products to generate incremental AUM and liabilities.
  • Manage low end of client base with RM end to end for relationship enhancement
  • Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service.
  • Support Acquisition Managers in Mashreq International corridors by coordinating with relevant RMs in those markets to identify and generate new business opportunities
  • Supporting the RMs and EAM desk with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls.
  • Providing superior customer service promptly & effectively within acceptable TATs & without compromising on controls.
  • Adherence to Private Banking policies/ procedures & SOPs / ADMs / Governance KPIs
  • Act as a backup of RMs and be in touch with all Partners / EAMs time to time.

Work closely and effectively with other internal customers / stakeholders.

Relationship Management Support

  • Handle low value clients for relationship management and act as a backup RM
  • Support RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.
  • Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation are updated on a timely basis.
  • Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.
  • Work on projects as required to enhance overall client experience and Partners/EAM experience, include. data availability to Partners/EAMs, maintaining proper data in systems

Customer Service

  • Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.)
  • Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios.
  • Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined in SLA.
  • Risk management and Governance
  • Ensure error free checking to avoid any financial losses to the bank
  • Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.
  • Ensure adherence to the KYC checklists & ensure no pending KYCs at your end.
  • Administration & Reporting
  • Ensure all exception reports / outstanding expired client documents are regularized within the approved deadlines.
  • Ensure the inhouse daily trackers at a unit level are updated daily and accurate.
  • Provide regular feedback to LM on improving current processes / service-related issues
  • Ensure effective handling of customer complaints/inquiries.
  • Drive CRM and Face App usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are accurately recorded in CRM.
  • Governance and Audit
  • Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries.
  • Effective implementation of all audit recommendations and procedures as advised by Senior Management

Refer all matters of non-routine nature to appropriate superiors

Operating Environment, Framework and Boundaries, Working Relationships

  • To ensure that a consistently high level of customers service is maintained thus contributing positively to the image of the Bank.
  • Ensure mails received from both external and internal customers are handled on a timely basis.
  • Ensure all filing cabinets / drawers / customer documents are stored & locked at the end of day and all obsolete files / registers are regularly sent for archiving.

Keep the work area clean and tidy.

Problem Solving

  • Raising & escalating issues in real time to the LM with suitable resolution solutions.
  • Ensure all exception reports/ outstanding expired client documents are regularised within the approved deadlines.

Decision Making Authority & Responsibility

  • Recommend process changes to improve TATs to deliver exceptional customer experience
  • Take ownership of customer complaints and handle it till final resolution.
  • Take responsibility for closure of all exception reports
  • Ensure quality levels and quality of work done for our customers

Knowledge, Skills and Experience

  • Shall be a graduate with experience in banking / service industry/pleasant personality
  • Must have good negotiation, decision making and superior interpersonal skills.
  • Good command in spoken English, excellent writing skills & pleasant personality
  • Conversant with local regulations and business environment & very customer oriented

Ability to manage difficult situations.

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