Specialist – Emiratized Role

About the role

The Specialist – Emiratized Role supports the Area Manager and Relationship Managers in growing the assigned portfolio across defined geographical markets. The position focuses on service and customer‑support activities, ensuring compliance, operational efficiency and high customer satisfaction.

Key responsibilities

• Engage with process owners and internal stakeholders to monitor NPS and achieve benchmark scores.
• Support KYC and AML initiatives, including case handling within agreed TAT/SLA and responding to AML alerts.
• Handle inbound customer calls redirected from branches, call centres and client services, resolving complaints and queries.
• Coordinate issuance of liability letters, high‑value cash withdrawals, foreign‑currency drafts and special cheque clearing.
• Analyse new account applications, verify supporting documents, perform data entry and recommend cases to line managers.
• Assist teams in opening new accounts, audit original documents and ensure regulatory and audit compliance.
• Develop performance reports, drive process improvements and manage end‑to‑end customer communication.

Required profile

• Graduate degree with at least 3 years of relevant retail banking experience in the local market.
• Strong background in compliance, operations, product or sales governance.
• Customer‑obsessed, change‑focused pragmatist with good communication and interpersonal skills.
• Demonstrated ability in process excellence and delivering high‑quality customer experience.