Customer Service Executive

About the role

The Customer Service Executive will be the front‑line representative for the retail banking division, delivering high‑quality service to walk‑in and digital clients. You will ensure client satisfaction, promote digital banking adoption, and turn service interactions into sales opportunities.

Key responsibilities

• Provide prompt, courteous assistance to all retail banking customers, both in‑person and via digital channels.
• Resolve inquiries, complaints, and service requests while maintaining high satisfaction and turnaround standards.
• Educate clients on digital banking solutions and encourage self‑service usage.
• Maintain up‑to‑date product knowledge and accurately execute all service transactions.
• Collect and relay customer feedback to improve products, services, and processes.
• Ensure full compliance with KYC, AML, EDD, and internal bank policies.
• Identify customer financial needs and achieve monthly sales targets across accounts, cards, loans, and digital products.
• Maintain an active pipeline of opportunities and follow through to closure.
• Adhere to operational controls to minimize risk and complete mandatory training on schedule.

Required profile

• Bachelor’s degree in Finance, Business, or a related field.
• Minimum 2 years of experience in banking, retail banking, customer service, or financial services.
• Strong interpersonal skills with the ability to handle customer interactions empathetically and efficiently.
• Analytical mindset, problem‑solving ability, and comfort with evolving service technologies.
• Fluent English; native Arabic preferred.

Required skills

• Knowledge of core banking systems and digital service platforms.