Customer Service Officer-BB

Role Summary

This position is focused on serving walk-in SME customers in branch locations and reducing the need for involvement from the SME Account Manager in day-to-day operational matters. The role also covers maintenance work, KYC checks, compliance-related tasks, and exception handling. In addition, the officer acts as the main contact point for escalated and complex customer complaints, with an emphasis on fast and effective resolution. Another key part of the role is identifying cross-sell opportunities and passing qualified leads to the SME Account Manager.

Key Responsibilities

• Support the SME relationship management team in branches by helping maintain and grow both existing and potential customer relationships.
• Deliver end-to-end service for walk-in SME and CIBG customers, including maintenance tasks and complaint handling, while keeping operational escalation for SME Account Managers to a minimum.
• Use CRM tools to resolve customer complaints quickly and track reversals and waivers in line with delegation limits.
• Identify cross-sell opportunities from the existing customer base and help the Relationship Management team progress leads through CRM.
• Coordinate with internal teams such as CPC, FTC, OPS, Compliance, and Credit Ops to handle cheque clearing, transactions, documentation, and related service requests.
• Ensure customer records and documentation are current, accurate, and compliant, and work to keep MER exception items low.
• Follow bank policies and procedures related to KYC and AML at all times.
• Keep the line manager informed about daily business activity to support control and oversight.
• Log all customer interactions in CRM and ensure assigned tasks are completed according to process requirements.
• Promote greater use of alternate delivery channels.
• Assist relationship managers with daily transactions and routine service activities.
• Resolve MER cases related to transactions, account opening, and maintenance work in a timely manner.
• Visit micro-segment customers on-site when compliance or other functional teams require support or clarification.
• Support branch retention processes for early settlement of SME loans and attrition management for SME business current accounts.

Working Style and Environment

The role requires close coordination with SME Account Managers and central team members to deliver reliable, responsive service to walk-in customers. The officer must operate with full respect for the bank’s KYC/AML and other compliance requirements. Collaboration with branch colleagues is essential for coordinating customer service needs, and cross-sell opportunities should be explored in consultation with the Branch Manager, SSM, SSO, and SE AMs. Work must also follow the SOPs defined for each customer segment.

Experience, Skills and Competencies

Candidates should bring banking sales and service experience, along with strong communication and objection-handling abilities. The role calls for at least 2 years of relevant banking experience in either local or international markets. A graduate-level education is required. The ideal person will also demonstrate a positive attitude, strong work ethic, and a collaborative approach. The organization additionally expects the following competencies: customer focus, commitment to results, interpersonal effectiveness, and attention to detail and quality.

Additional Information

This is a full-time, on-site role based in the United Arab Emirates. The salary or stipend details were not provided.