Customer Service Officer
First Abu Dhabi Bank
Employer Active
Posted on 30 Oct
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Experience
3 - 5 Years
Job Location
Education
Bachelor of Commerce(Commerce), Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Details
Country: UAE
City: Dubai
Industry: Banking
Function: Customer Support-Client Care
Key Responsibilities
Customer Experience and Support
- Manage end-to-end customer communication processes to ensure high service standards.
- Act as a key liaison between Relationship Managers, branches, and clients for all service and query resolutions.
- Ensure timely handling of customer requests, complaints, and escalations while maintaining professionalism and empathy.
- Respond to inbound calls redirected from branches or call centers and provide accurate information and resolutions.
- Coordinate with process owners and internal stakeholders to maintain high Net Promoter Scores (NPS) and achieve benchmark service quality ratings.
- Support the onboarding and KYC process by ensuring all client documentation is complete and processed within agreed SLAs.
- Handle issuance of liability and no-liability letters, settlement coordination, and charge reversals where applicable.
- Assist clients with special banking needs, such as high-value withdrawals, foreign currency requests, and cheque clearing coordination.
- Provide account statements, transaction tracking, and other service requests accurately and promptly.
Process Improvement and Governance
- Evaluate existing business processes, identify bottlenecks, and recommend efficiency improvements.
- Integrate customer feedback and insights into actionable service improvement plans.
- Conduct root-cause analysis of recurring service issues and propose preventive measures.
- Coordinate with compliance and operations teams to ensure adherence to AML, KYC, and FAB risk control policies.
- Ensure customer-related documentation and transactions are managed according to audit and compliance standards.
Relationship and Internal Collaboration
- Support Relationship Managers and Area Managers in servicing key liability customers and maintaining portfolio satisfaction.
- Work collaboratively with branch, operations, technology, and compliance departments to deliver seamless customer service.
- Communicate updates, process changes, and customer concerns effectively across teams.
Job Context and Performance Indicators
- Maintain consistent turnaround times (TAT) and service level agreements (SLA) across all customer transactions.
- Enhance customer satisfaction and loyalty through proactive engagement and professional service delivery.
- Uphold FAB s reputation as a customer-first institution by ensuring operational excellence and policy adherence.
Skills Set
- Customer service and support management
- Retail banking operations and KYC compliance
- Process improvement and service quality assurance
- Relationship management and communication
- Issue resolution and escalation handling
- Data accuracy and attention to detail
Desired Candidate Profile
Bachelor s degree in Business, Finance, or a related discipline.
Minimum 3 years of experience in retail banking with strong local market knowledge.
Hands-on experience in customer support, service operations, or process governance.
Sound understanding of retail banking products, compliance requirements, and operational frameworks.
Excellent communication and interpersonal skills with a client-centric mindset.
Strong analytical and problem-solving abilities.
Proficiency in Microsoft Office and core banking systems (e.g., T24, CRM, or similar platforms).
Proven ability to work effectively under pressure and manage multiple priorities.
Company Industry
Department / Functional Area
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First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE s largest bank and one of the world s safest and most secure financial institutions, offering an extensive portfolio of personal, corporate, and investment banking solutions. Headquartered in Abu Dhabi with a strong international presence, FAB is dedicated to driving sustainable growth through innovation, integrity, and customer excellence. Joining FAB means contributing to a culture built on trust, collaboration, and continuous advancement.