Call Center Executive – Emiratized Role

About the role

The Call Center Executive will serve customers by providing product and service information, resolving issues, and ensuring high quality standards. The role supports the bank’s financial and reputational integrity while delivering end‑to‑end solutions for a better customer experience.

Key responsibilities

• Provide excellent customer service by attending to incoming calls within quality guidelines.
• Handle and resolve customer complaints to satisfaction within authority limits and escalate as needed.
• Recommend potential products or services by collecting customer information and analysing needs.
• Ensure quality of inbound/outbound calls by meeting service standards and satisfaction scores.
• Contribute to business by generating new prospects/leads and upselling FAB products.
• Maintain customer records and update history through service requests and notes.
• Preserve confidentiality of customer data.
• Follow bank policies, local regulations and authorized decision matrix.
• Attend special tasks assigned by team leader and managers.
• Demonstrate flexibility in shift scheduling to meet service level and abandoned call targets.
• Ensure punctuality, policy adherence and discipline in the call centre environment.

Required profile

• Minimum education: High School diploma.
• Relevant experience: 0–2 years in the banking sector.
• Strong communication skills in English and Arabic.
• Ability to work in a team‑oriented, motivated and friendly environment.