Client Services Manager. – Private Banking CSM(UAE National Only)

المسمى الوظيفي

411_2669684

Client Services Manager – Private Banking (UAE National Only)

3 days ago Be among the first 25 applicants

المسؤوليات

• Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service.
• Supporting the RMs with outbound calling to promote (non-investment related) campaigns to existing private banking clients through client calls.
• Providing superior customer service promptly and effectively within acceptable TATs and without compromising controls.
• Adherence to Private Banking policies, procedures, SOPs/ADMs available on the Intranet.
• Ensure satisfactory audit outcomes.
• Work closely and effectively with other internal customers / stakeholders.

• Support RMs to free up their time and be the first face to the customer for inquiries and all service-related activities via any channel.
• Assist RMs to conduct proper KYC to fulfil compliance requirements; ensure client documentation such as overdue KYC, Visa, Passport, Emirates ID, Constitutional documents, etc., relevant for KYC reviews, are updated timely.
• Support RMs in regular liaison with group compliance for discussions pertaining to escalations; customer onboarding, AML/KYC/DTRs/RFIs, etc.
• Work on projects as required to enhance overall client experience.

• خدمة الزبائن
• Servicing all banking needs (e.g., account opening/maintenance, complaints handling, callbacks, dormant accounts, cheque books, investments, insurance, etc.).
• Generate account statements and investment portfolios to assist customers in analyzing the health of their portfolios.
• Ensure timely and accurate pre-processing checks for all customer requests and ensure all transactions are executed accurately with daily trackers updated in accordance with SOPs and SLAs.

• Risk Management and Governance
• Ensure error-free checking to avoid financial losses to the bank.
• Actively participate to reduce rejects and referrals on all transactions by accurately performing preprocessing checks as per SOPs.
• Adhere to KYC checklists and ensure no pending KYCs at your end.

• Administration & Reporting
• Regularize all exception reports / outstanding expired client documents within approved deadlines.
• Update in-house daily trackers at unit level daily and ensure accuracy.
• Provide regular feedback to LI/Line Manager on improving processes and service-related issues.
• Ensure effective handling of customer complaints/inquiries.
• Drive CRM usage and ensure all customer interactions (complaints, service requests excluding EDMS, inquiries, campaign calling, etc.) are recorded accurately in CRM.

• Governance and Audit
• Liaise with operations for operational issues and work with RMs/ Governance to rectify audit objections and queries.
• Implement audit recommendations and procedures as advised by Senior Management.
• Refer non-routine matters to appropriate superiors.
• Ensure ongoing compliance with local regulations and a customer-oriented approach.
• Demonstrate the ability to manage difficult situations.

• Qualifications & Skills
• Graduate with 5-7 years of experience in banking or service industry; customer-focused and pleasant personality.
• Good negotiation, decision-making, and interpersonal skills.
• Good command of spoken English, strong writing skills, and a pleasant demeanor.
• Converse with local regulations and business environment; customer-oriented.
• Able to manage difficult situations.

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Business Development and Sales

Industries : Banking

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2025-11-11 13:17:56