Requirements
Deliver end-to-end branch-based customer service and sales, handling customer needs, queries and operational requests while acquiring, managing, and growing a portfolio of customers. Act as the first point of contact to understand customer requirements, guide walk-in customers, and deliver branch service requests within prescribed SLAs. Drive end-to-end sales of asset and liability products by acquiring new-to-bank customers and identifying existing customers for cross-sell. Achieve assigned sales targets across relevant product lines. Own a defined Priority Segment customer portfolio to deliver retention, engagement, and revenue growth targets.
Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Banking & Financial Services
Operating in the UAE for over 50 years
CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job purpose:
To deliver end-to-end branch-based customer service and sales, handling customer needs, queries and operational requests while acquiring, managing, and growing a portfolio of customers—including Priority Segment—through deepening relationships and cross-selling the Bank’s asset and liability products with consistently high service quality.
Principal accountabilities:
Work management:
Customer service, operations & fulfilment (service excellence)
Act as the first point of contact to understand customer requirements, queries and complaints; guide walk-in customers to the appropriate service and encourage use of digital channels where applicable.
Deliver branch service requests within prescribed SLAs/TAT, including issuance of statements/letters and execution of customer requests via Operational CRM eForms/KOFAX with required original documentation.
Perform account maintenance and service activities, including (but not limited to): Emirates ID/passport/contact details updates, standing orders, remittances, stop payments, cheque book requests/delivery/returned cheque processes (where applicable), CDM/ATM cash dispute handling, locker visit facilitation, trade license update, PDC removal requests, and other approved branch-serviced requests.
Ensure customer onboarding and servicing is completed accurately, within agreed timeframes, with complete documentation and correct system capture to avoid rework.
Maintain service quality by resolving issues efficiently using the Operational CRM System, ensuring high standards and consistent customer experience.
Sales & business development (assets, liabilities & fee income)
Drive end-to-end sales of asset and liability products by acquiring new-to-bank customers and identifying existing customers from the database for cross-sell to increase customer base and cross-sell ratio.
Achieve assigned sales targets across relevant product lines, which may include: personal loans/finance, credit cards, auto loans, overdraft, deposits, and account products.
Handle and close sales leads referred by internal channels (e.g., call center/other segments) and proactively generate new leads through customer engagement.
Conduct proactive outbound calls/visits to existing and new customers, book and complete an agreed number of weekly appointments to review needs and recommend suitable CBD products.
Review walk-in customer needs and recommend/sell appropriate products while maintaining service standards.
Ensure all sales applications are completed correctly and submitted within policy guidelines; capture customer and account information accurately in relevant systems where applicable.
Refer specialized products/cases to the appropriate channel (e.g., mortgages to Direct Sales Team) and collaborate with relevant stakeholders to close opportunities.
Priority segment portfolio management & growth
The Universal Banker is accountable for delivering a differentiated experience and growth outcomes for Priority Segment customers (e.g., Priority/Elite), in coordination with Relationship Managers (RMs) where applicable.
Own a defined Priority Segment customer portfolio (as allocated) to deliver retention, engagement, and revenue growth targets (AUM, lending, fee income, cross-sell).
Run a structured portfolio rhythm:
Periodic reviews (e.g., quarterly/half-yearly) of customer needs and life events.
Proactive contact plans (calls/meetings).
Targeted offers aligned to customer profiles and risk appetite.
Deepen relationships through holistic needs-based conversations and solutions across:
Deposits/investments/FX/banca (as applicable).
Lending solutions (PL/auto/overdraft; refer mortgages as required).
Protection (banca) and card propositions.
Provide end-to-end support for Priority customer requests in partnership with Priority/Elite RMs, including handling personal banking product requests assigned to the role.
Ensure Priority customers receive premium service within SLAs and with elevated service quality, including effective complaint handling and follow-through.
Identify at-risk customers, address service recovery needs, and execute retention actions (pricing/service escalation/referrals) per segment guidelines.
About the Company
In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.
Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.
Apply Now