Escrow Services Senior Officer

Role : Escrow Services Senior Officer Location : Dubai Role Purpose: To work with internal & external stakeholders, regulatory authorities & department head, to develop and maintain escrow services . The role of Escrow Services is to ensure centralized services provided to the highest level of quality and performance Key Accountabilities of the role Visiting customers and the relevant authorities for new regulatory updates and maintaining business relationships & submitting call reports. To oversee all matters related to daily processes and transactions in coordination with escrow Operations unit and liaise with other departments where required. Handle and personalize service to escrow related customers and authorities. To manage all escrow client complaints within agreed time frame. Maintaining the interface with authorities and clients and acting as a coordinator and escalation point for parties involved. Coordinate and educate customers with escrow related payments and relays to the department concerned. Familiarize institutional policies / procedures. Keeping track of all incoming and outgoing transactions of escrow and creating monthly MIS and audit related reports. Submit all mandatory reports monthly & quarterly to the regulatory authorities. Assist in the coordination and support of audits and examinations. Complete required training, resulting in understanding of all processing systems and procedures. Identify process/system issues and work with support team to improve. Handling customers UAE-wide to cater day-to-day customer’s need. Maintain accuracy and efficiency. MIS - Quality and reliability of reports weekly, monthly as and when required by Senior Management Strictly follow ADIB’s Policy & Procedures, Central Bank’s Circulars and ADIB’s Compliance Requirement. Take corrective actions wherever required to fix the gaps, if any, in the day-to-day processing. Review of escrow Account opening documentation and Account maintenance request received from RM & Customer and ensure that account opening documentation are following ADIB’s Policy and Procedures. Prompt & Efficient Coordination with Legal, Compliance, Sharia and Operations while handling escrow transactions. Participate in establishing and implementation of escrow system, enhancements, projects support, etc. Always maintain confidentiality. Handle escrow agreements (review, secure approvals, customer concurrence and signoff) for the new onboard escrow projects/account Specialist Skills / Technical Knowledge Required for this role: Bachelor degree or equivalent in a relevant subject (business, finance or marketing) In addition, Professional / Technical qualifications/Diplomas on related subjects. Cultural sensitivity and adaptability Interpersonal and relationship skills - must have the ability to develop and sustain executive-level relationships as well as internal organization relationships across a variety of roles and levels. Written and superior oral communications skills (applied in both in-person and phone interactions). Presentation and facilitation skills (applied in both in-person and phone interactions). Knowledge of principles for providing customer service. Possess sound experience in Escrow rules & regulations

Bachelor degree or equivalent in a relevant subject (business, finance or marketing). Professional / Technical qualifications or diplomas on related subjects. Cultural sensitivity and adaptability. Interpersonal and relationship skills with the ability to develop and sustain executive-level relationships across roles and levels. Written and verbal communications skills (effective in person and on the phone). Presentation and facilitation skills. Knowledge of customer service principles. Sound experience in escrow rules & regulations.

Oversee daily escrow processing in coordination with the Escrow Operations unit and other departments. Manage escrow client communications and anticipate/resolve issues. Handle and respond to escrow-related customer and authority inquiries, and manage complaints within agreed time frames. Maintain interface with authorities and clients, acting as coordination and escalation point. Educate customers on escrow-related payments; coordinate with the concerned department. Maintain monthly MIS and audit-related reports; submit mandatory reports to regulatory authorities quarterly. Support audits and examinations; participate in system enhancements and projects. Ensure compliance with ADIB policies, Central Bank circulars, and regulatory requirements; take corrective actions to fix processing gaps. Review escrow account opening documentation and maintenance requests for compliance with policy. Coordinate with Legal, Compliance, Sharia and Operations on escrow transactions. Maintain confidentiality; manage escrow agreements for onboarding projects/accounts.