Senior Virtual Relationship Manager.Business @ Mashreq Global

Manage & Nurture existing SME Micro customers through outbound calling channels cross-selling various SME products like Trade & working capital, insurance & investments Increasing the deposit books, generate FER through relationship activation from the portfolio through optimal risk propositions

University Graduate (preferably with some finance/banking or maths component)
Excellent knowledge of business banking products - FX, TWC, Insurance & investments
Minimum 1-3 years of experience in business banking as RO or RM
Excellent communication skills ( Oral and written)
Very customer focused
Computer literate
As per the organization competency framework

Ensure assigned FER & other financial KPIs are delivered
Ensure timely execution of welcome calls & all regular service calls to all assigned accounts
Ensure appropriate scoping of all accounts to activate, nurture & grow customer profitability
Generate FX, Trade(LC, etc), Bank Guarantees, Insurance & Investment revenue
Ensure to maintain/elevate the agreed funding rate of the portfolio base
Maintain a superior customer services experience including pre-empting issues and proactive servicing
Conduct Conference calls with product advisors with high potential clients & for activations of any dormant account
Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance
Assisting compliance/AML/FP&I & all governance units without tipping off a customer
Adhering to all regulatory requirements for financial offerings & raise alarms upon identifying any misconduct or a breach in the portfolio
Resolve customer queries by rigorously following-up on cases with internal departments and closing the same in the given turn-around-time
Supporting resolution of customer complaints relating to Rates, Schedules, Document requirements, transactional inquiries
Contribute to improving the transaction survey

Operates in an assigned business environment where the interface with customers is over the telephone, email, and Face to Face (only when mandatory and needed at DOZ premises)
Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking
The Job holder needs to work closely with branches, SME central teams, compliance & all governance units
Awareness of FX markets, global financial markets, trade & working capital offerings of the bank
Adherence to SOP & ensuring quality service to the Micro-portfolio

Complaint resolution mostly related to explaining procedures or providing information regarding SME banking First point resolution,
Getting to root cause analysis and reversals of charges where necessary as per ADM

The job requires the job holder to possess skills to review customer relationships, bank s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates
Operation risk management through active reporting, analysis 7 monitoring
Limited to certain functions which enable on-the-spot problem resolution