Relationship Manager - Priority Direct

Customer Relationship Management:

• Manage an assigned portfolio up to 1,000 customers via face to face, phone, email, and digital banking channels.

• Provide personalized service by understanding each customer's profile, banking habits, and financial needs.

• Ensure timely handling of customer inquiries, service requests, and complaints with high levels of professionalism and efficiency within agreed turn around time.

• Build long-term customer trust and satisfaction through proactive engagement and consistent service quality.

• Handle day-to-day banking queries related to accounts, cards, transfers, and digital services.

  • Coordinate with internal departments to resolve customer issues promptly.

  • Educate customers on digital banking platforms, self-service tools, and product features.

  • Maintain accurate and up-to-date customer records in CRM systems.

  
  3. Sales & Business Growth:
  

  • Identify opportunities to upgrade customers from Gold to Diamond based on relationship value, product usage, and income criteria.

    • Generate qualified referrals for investment & takaful, to the assigned Investment Advisor.

    • Cross-sell relevant banking products (cards, loans, insurance, FX, etc.) aligned with customer needs and eligibility.

    
    

    • Achieve monthly and quarterly KPIs and sales targets related to service quality, portfolio growth, and product referrals.

    
    4. Compliance & Risk Management:
    

    • Ensure all customer interactions comply with bank policies, service standards, and regulatory guidelines (KYC, AML, etc.).

      • Always maintain confidentiality of customer information.

      • Adhere to quality assurance and service-level protocols in all communications

      
      
      Specialist Skills / Technical Knowledge Required for this role:
      
      Key Performance ( KPIs):
      
      • Customer satisfaction and retention rate.
      • Number of successful account upgrades (Gold → Diamond).
      • Number of qualified investment (number of Khuttati plans, Smart Sukuk portfolios) & takaful referrals.
      • Successful cross sell & referral of Banking products (Cards, Home Finance, Personal Finance, Auto Finance, FX).
      • Response time and service resolution rate.
      • Adherence to compliance and quality standards.
      
      
      Qualifications & experience:
      
      • Bachelor's degree in business, Finance, or related field.
      • Minimum 2–4 years of experience in retail banking, customer service, or relationship management (preferably in a virtual or call-center environment).
      • Strong knowledge of banking products, customer segmentation, and digital channels.
      • Excellent communication and interpersonal skills (Arabic and English preferred).
      • Proven ability to work with targets and KPIs in a structured environment.
      • Proficiency in CRM tools, Microsoft Office, and digital banking platforms.
      
      Core Competencies:
      
      • Customer-Centric Mindset.
      • Sales Orientation.
      • Communication & Influencing Skills.
      • Problem-Solving & Decision-Making.
      • Time Management & Multitasking.
      • Attention to Detail.
      • Team Collaboration.