Service Ambassador – Branch Front‑Desk (Abu Dhabi)

About the role

Delivering a seamless and welcoming customer experience at the branch entrance, the Service Ambassador ensures every client is directed efficiently and receives prompt attention in line with established service protocols. The role supports the branch’s operational flow and upholds the bank’s reputation for excellence in retail banking.

Key responsibilities

• Greet customers promptly upon entry, providing a courteous and professional welcome.
• Identify customer needs through active listening and direct them to the appropriate service area or personnel.
• Monitor lobby traffic to minimise wait times and ensure an orderly flow of clients.
• Respond to basic queries about branch services, digital banking options, and appointment procedures.
• Escalate complex or unresolved issues to the relevant team member or supervisor.
• Verify customer identification and branch entry requirements in accordance with KYC and AML guidelines.
• Maintain awareness of suspicious behaviour and report potential conduct or fraud risks.
• Update digital queue management systems to reflect real‑time customer flow and communicate estimated wait times.
• Educate customers on the use of digital banking kiosks, ATMs, and mobile banking applications.

Required profile

• Minimum 1 year of experience in retail banking or customer‑service roles.
• Diploma or equivalent qualification in Business, Banking, or a related field.
• Completion of in‑house onboarding and compliance training.
• Ongoing professional development in customer service or digital banking.

Required skills

• CRM tools
• ATMs
• Digital queue management systems
• Core banking systems
• Digital banking kiosks
• Mobile banking applications