Customer Services Officer – UAE Nationals Only

About the role

The Customer Services Officer will support the Retail Banking Group’s Emirati Gold segment, ensuring high‑quality service delivery, compliance and smooth handling of client requests across all channels.

Key responsibilities

• Work with Area Managers, Central Team and Relationship Managers to standardise client services and meet agreed service levels.
• Manage end‑to‑end processing of applications, account openings and resolve discrepant cases from sales channels.
• Act as the primary point of contact for customer complaints sourced through branches, RMs or directly from clients.
• Ensure KYC compliance, monitor expired documents and support audit and risk management activities.
• Provide regular feedback to Product Managers, AMs and Operations on service quality and process issues.
• Drive CRM/Face App usage, record all interactions and champion service campaigns.

Required profile

• University graduate (preferably) with 3‑4 years of banking or related experience.
• Strong problem‑solving, communication and interpersonal skills; ability to work under pressure.
• Knowledge of retail banking products, policies and processes.

Required skills

• Computer literacy