Officer, Customer Service - Dubai

Role Overview

This position serves as the main customer-facing contact in the branch, delivering prompt, accurate, and compliant support across sales and service activities. The role also covers account opening, product onboarding, service handling, and post-sale transactions while supporting customer satisfaction and branch business growth.

Sales & Business Development

• Promote FAB asset and liability products to both new and existing customers through active cross-selling.
• Assess customer needs and suggest products and services that fit those requirements.
• Create product leads from branch visitors, referrals, and direct outreach efforts.
• Contribute to the achievement of branch and individual sales targets.

Service Excellence & KPI Delivery

• Deliver strong service performance against key measures such as Net Promoter Score, complaint resolution timelines, service request turnaround, and mystery shopping results.
• Respond to customer questions, service needs, and complaints in a professional manner, escalating issues when appropriate.
• Guide customers on FAB digital channels and self-service tools to encourage simpler servicing options.

Product Onboarding & Transactions

• Prepare, check, and process forms and supporting documents for account opening, loans, credit cards, and related products.
• Ensure onboarding and processing are completed accurately and in line with FAB policies and regulatory standards.
• Handle service requests efficiently while maintaining accuracy and service-level compliance.

Customer Relationship Management

• Keep in regular contact with customers to build trust and long-term loyalty.
• Explain product features, terms, and conditions clearly so customers can make informed decisions before signing.
• Encourage suitable upgrades to higher-value products and services where appropriate.

Operational Discipline & Compliance

• Make sure every transaction and document follows FAB procedures, operational risk controls, and regulatory rules.
• Follow information security standards, including secure document handling and maintaining a clear desk.
• Complete required compliance and operations training.
• Treat compliance as a mandatory obligation rather than a performance metric.

Minimum Qualification

A high school diploma or a higher qualification in business, finance, or a related field is required.

Minimum Experience

At least 2 years of experience in banking is required, preferably in customer service or sales.

Knowledge Required

Understanding of banking products, banking services, and relevant regulatory requirements is essential.