Service Champion

About the role

The Service Champion is the front‑line ambassador for First Abu Dhabi Bank, welcoming visitors to the branch and ensuring every interaction reflects the bank’s ‘Customer First’ culture. You will guide customers toward digital self‑service options, generate leads, and help drive a seamless, high‑quality banking experience.

Key responsibilities

• Welcome all branch visitors, creating a positive first impression and a welcoming atmosphere.
• Assist customers with transactions such as deposits, withdrawals, cheque clearing, demand drafts, e‑statements, foreign exchange and banking documentation.
• Identify opportunities to direct customers to FAB Mobile, ATMs or CDMs and educate them on the benefits and functionalities of these digital channels.
• Capture potential leads and meet referral targets through cross‑selling of FAB products and services.
• Achieve NPS targets by consistently delivering excellent service and minimizing complaints.
• Ensure error‑free processing of transactions, prevent revenue leakage, and adhere to compliance, audit and risk policies.
• Collaborate with branch colleagues and internal stakeholders, complete mandatory trainings, and handle customer information securely.

Required profile

• High school graduate with strong attention to detail and a comfort with numbers.
• Ability to maintain a high level of confidentiality and handle sensitive customer information.
• Good knowledge of customer service principles and relevant computer skills.
• Minimum of 2 years’ experience in the banking sector, familiar with bank products, policies and procedures.
• Professional demeanor and ability to work collaboratively with colleagues and internal stakeholders.