Job description

The role supports the BDU Asset Unit Heads, Team Leaders, Relationship Management team, and Business Development Officers in maintaining and nurturing existing and prospective client relationships within secured business lending, ensuring personalized and standardized service delivery. Responsibilities include supporting financial objectives related to new customers, application processing, limit utilization, fee realization, and monitoring secured lines according to routing conditions such as turnover and POS requirements, along with fulfilling covenants specified in the Credit Approval Process. The role ensures daily operational support and close collaboration with the Relationship Management team and Unit Managers to determine desired service levels. It contributes to projects led by the Client Experience Manager or Governance to improve and standardize client services across all channels. Core duties include handling application flows, managing discrepant cases, providing service and process feedback to Product Managers, and meeting SLA-defined service standards. Risk management responsibilities involve assisting with proper KYC, compliance for asset, liability, insurance, and investment-related regulated activities, reducing rejects and referrals by acting as a checker, ensuring timely updates of expired KYC, Visa, Passport, and Emirates ID documents, supporting audit-related liaison, and maintaining excellent KYC quality including annual reviews of facilities, turnover, and transaction nature. Administrative responsibilities include recording client records and transactions accurately, effectively handling complaints and inquiries for Mashreq BDU Business Banking clients, and monitoring customer feedback to meet standards. Governance and audit responsibilities include supporting FATCA updates, implementing audit recommendations, escalating non-routine matters, monitoring application authenticity, pre-screening credit facilities, and identifying anomalies in lodgment, pledging, and withdrawal processes. Additionally, the role manages portfolio mapping metrics and regularly reviews portfolio CPR. Qualifications require knowledge of Mashreq retail banking products, services, policies, and processes, problem-solving, communication, interpersonal skills, the ability to work under pressure, computer literacy, completion of high school (with preference for university graduates), and 2–3 years of banking or similar experience.