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Customer Service Officer
Banking Financial Services
Company shared salary
NA
Market rate
NA
Based on similar roles (title + domain + location).
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.
Responsibilities
- ● 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.
Requirements
- ● Education: Bachelor's degree in any related field
- ● Experience: Minimum 2 years' experience in a Customer Service role
- ● 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
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