Client Relationship Associate

About the Role : We are seeking a customer-focused and detail-oriented Client Service Associate to support our Retail Banking operations across Dubai and Abu Dhabi. This role offers an excellent opportunity to deliver exceptional service, enhance customer experience, and contribute to the overall efficiency of client servicing functions. In this role, you will be responsible for handling customer queries and service requests , ensuring timely resolution while maintaining high standards of professionalism and accuracy. Your primary focus will be to deliver a seamless and efficient service experience , supporting clients across various banking products and services. In this role you will be reporting to Vice President, Head of Client Services, Elite & Select Banking. What You’ll Be Doing: Customer Service & Relationship Management Serve as the primary point of contact for Elite clients, ensuring a seamless and high-quality service experience Manage and engage with an assigned client portfolio, addressing queries, requests, and service needs in a timely manner Build and maintain strong customer relationships to drive satisfaction, retention, and loyalty Customer Engagement & Portfolio Management Conduct regular outbound customer interactions (calls/meetings) to maintain engagement Capture customer feedback and contribute to improving overall Customer Experience and NPS Perform customer need analysis to identify relevant financial solutions Sales Support & Cross-Selling Identify and generate cross-sell opportunities across products such as: Credit Cards Loans & Mortgages Investments & Wealth Products Bancassurance Generate qualified leads and referrals for Relationship Managers and Business Development teams Support portfolio growth through New-to-Bank (NTB) references and customer referrals Operations & Service Delivery Process customer requests (e.g., account services, credit cards, onboarding) within defined Turnaround Time (TAT) Ensure accuracy, completeness, and compliance in all transactions and documentation Monitor and support digital onboarding journeys across the full customer lifecycle Manage shared mailbox queries and ensure timely resolution Compliance & Controls Ensure strict adherence to internal policies, regulatory requirements, and audit standards Conduct periodic checks on: KYC / Emirates ID / Passport validity Customer records and account details Identify and escalate risk indicators or discrepancies Stakeholder Coordination Collaborate closely with: Relationship Managers Product and Operations teams Insurance and external partners Support a 360-degree feedback loop to enhance service delivery and customer outcomes Complaint Resolution & Service Excellence Handle customer complaints and escalations, ensuring complete and timely resolution Maintain high standards of service excellence, professionalism, and responsiveness Reporting & Tracking Record all customer interactions and engagement activities in relevant systems Maintain updated records in trackers, DCRs, and CRM tools for effective monitoring and reporting What We’re Looking For: Qualifications & Experience Bachelor’s degree in business, Finance, or a related discipline Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment Proven experience in managing and growing high-value client relationships Knowledge & Expertise Strong understanding of local banking regulations and legal frameworks applicable in the UAE Good knowledge of Anti-Money Laundering (AML) guidelines, with the ability to source and onboard only legitimate business Awareness of UAE Central Bank regulations and compliance standards Skills & Competencies Excellent communication, negotiation, and interpersonal skills Customer-focused mindset with a commitment to delivering service excellence Proficiency in CRM systems and banking platforms

Bachelor’s degree in business, Finance, or a related discipline. Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment. Proven experience in managing and growing high-value client relationships. Knowledge of local banking regulations and legal frameworks in the UAE. Good knowledge of AML guidelines and compliance standards. Awareness of UAE Central Bank regulations and compliance standards.

Serve as the primary point of contact for Elite clients, ensuring a seamless and high-quality service experience; Manage and engage with an assigned client portfolio, addressing queries, requests, and service needs in a timely manner; Build and maintain strong customer relationships to drive satisfaction, retention, and loyalty; Conduct regular outbound customer interactions (calls/meetings) to maintain engagement; Capture customer feedback and contribute to improving overall Customer Experience and NPS; Perform customer need analysis to identify relevant financial solutions; Identify and generate cross-sell opportunities across Credit Cards, Loans & Mortgages, Investments & Wealth Products, Bancassurance; Generate qualified leads and referrals for Relationship Managers and Business Development teams; Support portfolio growth through NTB references and customer referrals; Process customer requests (e.g., account services, credit cards, onboarding) within defined Turnaround Time (TAT); Ensure accuracy, completeness, and compliance in all transactions and documentation; Monitor and support digital onboarding journeys across the full customer lifecycle; Manage shared mailbox queries and ensure timely resolution; Ensure adherence to internal policies, regulatory requirements, and audit standards; Conduct periodic checks on KYC / Emirates ID / Passport validity and customer records; Identify and escalate risk indicators or discrepancies; Collaborate with Relationship Managers, Product and Operations teams, Insurance and external partners; Support 360-degree feedback to enhance service delivery; Handle customer complaints and escalations with complete and timely resolution; Maintain high standards of service excellence and professionalism; Record all customer interactions in relevant systems and maintain trackers, DCRs, and CRM tools for reporting.