Senior Customer Relationship Officer

Accountabilities and Key Roles:

• Develop sales action plan to market and sell the bank's products & services to achieve branch targets and increase customer base, in coordination with the branch manager.

• Provide professional and high- quality service to meet customer requirements by adopting the highest recognized customer service principles.

• Achieve established branch goals through active management of sales, officer call programs and cross-selling activities.

• Identify and acquire quality NTB [New to bank] customers through the various selling techniques and activation of referrals.

• Review and monitor daily activities related to sales and services to ensure highly efficient and effective results.

• Plan for field work by conducting weekly meetings to schedule sales visits and review performance indicators constantly.

• Submit related sales reports to Branch Manager provided with any required recommendations on a regular basis.

• Coach and advise subordinates on how to target and increase sales opportunities by providing the necessary guidance and support to promote sales and service driven culture.

• Handle difficult or sensitive customer issues, requests and complaints and act to promptly address and resolve these issues in due time.

• Monitor staff performance and provide improvement opportunities to enhance sales skills & product knowledge.

Key Performance Indicators:

• Achievement of sales targets.
• Achievement of service quality levels.
• Cross-sell Ratio.
• Rate of Customer Satisfaction.
• Transactions through the various channels.
• No. of NTB customers.

Job Requirements:

Education : Min. of Bachelor Degree in business administration or finance from a recognized university.

Experience : Min. of 5 years of experience in Banking, 3 of which in Customer Service & Sales.

Competencies :

• Fluent in English & Arabic
• Sales & Service orientation.
• Ability to manage a sales' team.
• Excellent communication, interpersonal & negotiation skills.
• Problem Solving skills.

What We Offer at Arab Bank

At Arab Bank, we offer a purpose-driven and inclusive environment where innovation, continuous learning, and employee wellbeing are at the core. We are proud to welcome individuals of all generations, genders, and backgrounds, valuing the diverse perspectives that strengthen our culture and contribute to our success.