Customer Service Officer

About the role

We are seeking a UAE National Customer Service Officer to join our Retail Banking Division. The role involves delivering high‑quality service to both external and internal customers across our branch network, supporting daily operations, and promoting digital banking adoption while ensuring compliance with bank policies.

Key responsibilities

• Provide accurate and timely assistance to customers, handling queries, concerns, and service requests in line with the bank’s standards and Code of Conduct.
• Manage custodial items such as debit/credit cards, cheque books, account letters, and digital access cards.
• Support branch operations by performing assigned tasks under the supervision of the Branch Operations Manager.
• Ensure strict adherence to SOPs, regulatory requirements, and the Business Continuity Plan.
• Drive digital migration by encouraging customers to use digital banking channels and monitoring related initiatives.
• Collaborate with colleagues across functions to identify process improvements and enhance team performance.
• Maintain up‑to‑date product knowledge and stay informed about bank offerings and policies.

Required profile

• Bachelor’s degree in any related field.
• Minimum of 2 years’ experience in a customer service role, preferably within banking or financial services.
• Strong commitment to accuracy, compliance, and service excellence.
• Effective communication skills with the ability to advise, support, and collaborate with customers and colleagues.

Required skills