Requirements
Requires 2+ years of experience in Banking or Financial Services, preferably within a First Line of Defense (1LOD), Risk, Operations, or Controls environment. Must have a strong understanding of Operational Risk Management, governance frameworks, and internal controls, with experience in conducting Risk & Control Self-Assessments (RCSA), control reviews, or process assessments. The role also requires excellent analytical, stakeholder management, communication, and presentation skills.
Description
Job DescriptionAbout the role:We are looking for a customer-centric banking professional to join our RAK Elite team and support a portfolio of affluent customers by delivering exceptional service, managing day-to-day banking requirements, and strengthening customer relationships. The role acts as a key support partner to Relationship Managers, ensuring seamless customer onboarding, efficient resolution of service requests, and identification of opportunities to deepen customer engagement and product penetration.What You Will Do:: Experience in Retail Banking, Priority Banking, Wealth Management Support, or Customer Service within a banking environment. Strong customer relationship management skills with the ability to engage and service affluent or high-value clients. Experience managing customer portfolios, handling service requests, and delivering a superior customer experience. Ability to support Relationship Managers and act as a key point of contact for customer servicing needs. Knowledge of banking products including accounts, deposits, credit cards, mortgages, investments, insurance, and wealth products. Strong cross-selling and customer needs assessment capabilities to identify additional banking opportunities. Excellent problem-solving skills with the ability to manage customer complaints, escalations, and end-to-end resolution. High attention to detail while reviewing customer documentation and ensuring compliance with internal and regulatory requirements. Ability to manage multiple requests simultaneously while consistently meeting SLAs and turnaround times. Comfortable promoting and supporting digital banking adoption and assisting customers through onboarding journeys. Strong stakeholder management and coordination skills, working closely with Relationship Managers, Mortgage, Insurance, Investment, and Operations teams. Good reporting, tracking, and productivity management skills with experience maintaining customer engagement records and service metrics. What We Are Looking For 2+ years of experience in Banking or Financial Services, preferably within a First Line of Defense (1LOD), Risk, Operations, or Controls environment. Strong understanding of Operational Risk Management, governance frameworks, and internal controls. Experience conducting Risk & Control Self-Assessments (RCSA), control reviews, or process assessments. Ability to identify operational risks, control gaps, and recommend practical remediation actions. Experience in incident management, root cause analysis, and process improvement initiatives. Strong analytical skills with the ability to monitor trends, prepare dashboards, and present risk insights to stakeholders. Exposure to business process reviews, customer journey assessments, and process re-engineering initiatives. Ability to work closely with business teams and act as a trusted risk partner to strengthen controls and governance. Excellent stakeholder management, communication, and presentation skills. Proactive, detail-oriented, and capable of driving risk mitigation and continuous improvement initiatives. This position is exclusively open to UAE Nationals as part of Rakbank's commitment to Emiratisation. We are dedicated to attracting, developing, and empowering Emirati talent through meaningful career opportunities, structured development programmes, mentoring, and clear career progression pathways. Join us and become part of the next generation of banking professionals shaping the future of the UAE.