Officer, Customer Service

Job Title

Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.

Responsible for processing account opening, product onboarding, service requests, and after-sales transactions while meeting service KPIs — including NPS, complaint resolution timelines, service request turnaround, and mystery shopping scores — and ensuring full adherence to FAB policies and regulatory requirements.

Acts as the primary point of customer interaction in the branch, promoting FAB products and services, supporting sales growth, and enhancing customer satisfaction.

Sales & Business Development

• Actively promote and cross-sell FAB asset and liability products to new and existing customers.
• Identify customer needs and recommend suitable FAB products and services.
• Generate product leads from walk-in customers, referrals, and personal outreach.
• Assist in meeting branch and individual sales targets.

Service Excellence & KPI Delivery

• Achieve personal and branch service KPIs, including:
• Net Promoter Score (NPS) through positive and professional customer engagement.
• Complaint resolution timelines for customer service issues within SLA.
• Service Request (SR) turnaround times in line with agreed standards.
• Mystery Shopping scores through consistent delivery of FAB service standards.
• Handle customer queries, requests, and complaints professionally, escalating where necessary.
• Educate customers on FAB's digital channels and self-service options.

Product Onboarding & Transactions

• Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
• Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
• Process customer service requests efficiently, ensuring accuracy and SLA adherence.

Customer Relationship Management

• Maintain proactive communication with customers to build loyalty and strengthen relationships.
• Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
• Encourage customers to upgrade to higher-tier products and services where relevant.

Operational Discipline & Compliance

• Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
• Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
• Participate in mandatory compliance and operational training.

Treat compliance as a mandatory requirement, not a KPI.

Minimum Qualification

• High school diploma or higher education in business, finance, or related discipline.

Minimum Experience

• Minimum 2 years' experience in banking, preferably in customer service or sales roles.

Knowledge of banking products, services, and regulatory requirements.

About Us

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Job Info

Job Identification: 1008

Locations: First Abu Dhabi Bank (FAB) Al Qurm Business Park, Abu Dhabi, AE