Customer Service Officer

About the Role:

We are looking for UAE National Customer Service Officer and as a Customer Service Officer, you will play a key role in delivering exceptional service to customers across our branch network. You’ll ensure smooth service delivery, uphold operational controls, support sales activities, and promote digital migration—all while maintaining the highest standards of compliance and professionalism.

This role sits within our Retail Banking Division & reports to Branch Operations Manager.

What You’ll Be Doing

Customer Service & Operations

• Deliver excellent customer service to both external and internal customers, ensuring tasks are completed accurately and within set timelines.
• Provide guidance, advice, and solutions to customer queries in line with the Staff Code of Conduct.
• Act as custodian for key deliverables such as debit/credit cards, cheque books, account letters, digital access cards, and related customer documents.
• Address customer queries, concerns, and service requests in line with the bank’s service standards and Code of Conduct.
• Support the smooth daily operation of the branch by performing assigned tasks under the supervision of the Line Manager.

• Ensure full adherence to bank policies, SOPs, service standards, and regulatory requirements.
• Maintain awareness of the branch’s Business Continuity Plan (BCM) and take appropriate action during disruptions.

• Drive digital migration, encouraging customers to adopt digital banking channels.
• Monitor and coordinate initiatives, supporting streamlined service delivery and contributing to departmental performance.

• Collaborate with colleagues across functions to achieve shared goals.
• Identify opportunities to improve processes, enhance knowledge, and strengthen team performance
• Continuously upgrade product knowledge and stay updated on bank offerings and policies.

Education: Bachelor's degree in any related field

Experience: Minimum 2 years' experience in a Customer Service role

Skills

• Analytical Thinking
• Teamwork & Collaboration
• Customer Orientation
• Ability to work with defined policies and procedures
• Strong commitment to accuracy, compliance, and service excellence
• Effective communication skills with the ability to advise, support, and collaborate with colleagues and customers
• Ability to handle structured and routine interactions professionally