About The Position
The Senior Virtual Relationship Manager provides personalized service to a portfolio of customers to develop close relationships, maximize profitable contribution to the bank, and retain customer loyalty. The role nurtures clients toward Mashreq Plus eligibility and upgrades them to Certified F-F RMs, minimizes customer attrition, maintains regular customer contact, enhances Mashreq Plus balance-sheet sales, and promotes cross-selling of bank products. It also safeguards the bank from potential loss and maintains and improves service quality for Priority customers. The role acquires affluent and high-net-worth customers who are new to the bank and delivers against annual and monthly financial targets, including cross-selling and up-selling to existing and new customers. The manager works within Mashreq Plus rules, bank policies, and governance and control guidelines, communicating with customers by telephone and email and face to face when necessary. The position coordinates with internal teams and product and line managers to support business operations, address service issues, and provide feedback about competition and customer responses.
Requirements
- University graduate.
- At least 2 years of experience in a similar role with another bank or financial-services organization.
- Excellent communication and negotiation skills.
- Fluency in English is mandatory.
- Strong sales knowledge and knowledge of insurance, investments, and financial markets.
- Strong interpersonal skills and cultural sensitivity.
- Relationship-management and networking skills.
- Strong analytical and numerical skills.
- Ability to work under pressure and think on one’s feet.
- Dynamic, results-oriented approach to work.
- Ability to understand customer financial needs and maintain client expectations.
- Intricate understanding of products for high-net-worth customers, including competitors’ products.
- Advanced knowledge of markets, investment vehicles, and economics.
Nice To Haves
- Arabic language skills are an added advantage.
- Extroverted and amiable personality.
Responsibilities
- Optimize the potential value of the client base by delivering Mashreq Group products and services.
- Communicate with high-net-worth clients and identify their financial needs.
- Achieve revenue goals, sales targets, and portfolio growth targets across products and services.
- Maximize profitability from the Mashreq Plus customer base while countering competition from alternative investment and wealth-management providers.
- Acquire new-to-bank high-net-worth clients.
- Provide a superior customer-service experience, including anticipating issues and servicing clients proactively.
- Safeguard the bank from potential loss, anti-money-laundering risks, and fraud, and ensure ethical behavior during and after sales.
- Enhance market profile and awareness.
- Minimize customer attrition and maintain proactive client contact.
- Understand customers’ financial needs on an individual basis and apply knowledge of relevant products, investment vehicles, markets, and economics.
- Project sales numbers accurately and act proactively on customer feedback and needs.
- Escalate service issues in a timely manner.
- Review customer relationships, bank policy, and financial objectives when making charge-reversal recommendations and maintenance or deviation recommendations.
- Use pricing discretion to manage relationships effectively and ensure ethical selling with complete product and service disclosures.
- Coordinate with internal teams, including CCU, CPC, GSU, CAM, and Governance, and provide product and line managers with feedback about competition and client responses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
