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Deliver exceptional customer service by processing account openings, product onboarding, and service requests while meeting KPIs like NPS and SLA timelines. Actively promote and cross-sell FAB banking products to new and existing customers to support branch sales growth.
Requires a minimum of 2 years of experience in banking, specifically in customer service or sales roles. A high school diploma or higher education in business, finance, or a related discipline is required.
Officer, Customer Service
• Dubai • Onsite
JOB SUMMARY / INTRODUCTION •
Generic Accountability
Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.
Responsible for processing account opening, product onboarding, service requests, and after-sales transactions while meeting service KPIs — including NPS, complaint resolution timelines, service request turnaround, and mystery shopping scores — and ensuring full adherence to FAB policies and regulatory requirements.
Acts as the primary point of customer interaction in the branch, promoting FAB products and services, supporting sales growth, and enhancing customer satisfaction.
Job Specific Accountability
Actively promote and cross-sell FAB asset and liability products to new and existing customers.
Identify customer needs and recommend suitable FAB products and services.
Generate product leads from walk-in customers, referrals, and personal outreach.
Assist in meeting branch and individual sales targets.
Achieve personal and branch service KPIs, including:
Net Promoter Score (NPS) through positive and professional customer engagement.
Complaint resolution timelines for customer service issues within SLA.
Service Request (SR) turnaround times in line with agreed standards.
Mystery Shopping scores through consistent delivery of FAB service standards.
Handle customer queries, requests, and complaints professionally, escalating where necessary.
Educate customers on FAB’s digital channels and self-service options.
Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
Process customer service requests efficiently, ensuring accuracy and SLA adherence.
Maintain proactive communication with customers to build loyalty and strengthen relationships.
Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
Encourage customers to upgrade to higher-tier products and services where relevant.
Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
Participate in mandatory compliance and operational training.
Treat compliance as a mandatory requirement, not a KPI.
Minimum Qualification
High school diploma or higher education in business, finance, or related discipline.
Minimum 2 years’ experience in banking, preferably in customer service or sales roles.
Knowledge of banking products, services, and regulatory requirements.
ABOUT US
FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.
We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry.
FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises. Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates. To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the bank’s promise to support its stakeholders’ goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward. Privacy Policy https://bit.ly/3iORn8G
Offices: Abu Dhabi, Abu Dhabi 6316, AE · Cairo, EG · Manama, BH · Sharq, KW · Muscat, OM
There are currently 1,296 open customer service & support positions in Dubai, United Arab Emirates listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include Marriott International Hotels, Inc., Accor, Minor Hotels, IHG Hotels & Resorts, Al-Futtaim, among others. Browse the listings above to see every active employer.
Yes — 102 of the 1296 open customer service & support positions offer remote or hybrid work (21 remote, 81 hybrid).
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