Customer Service Officer - Branch Banking
Posted date [2026-05-04]
(ID: 44816)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Snapshot
* Role: Customer Service Officer - Branch Banking
* Location: Abu Dhabi, UAE
* Industry: Banking
* Function: Customer Servic
* Experience: Minimum 2 years in banking customer service or sales
* Job Type: Full-time
Position Overview
Customer Service Officer - Branch Banking in Abu Dhabi, UAE is a customer-facing Banking opportunity focused on branch sales support, account opening, product onboarding, service requests, and compliant customer service delivery. The role supports First Abu Dhabi Bank (FAB) by helping customers access suitable banking products, resolving service matters within agreed timelines, and contributing to branch growth through professional service and responsible cross-selling.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Servic
Salary: 8000-12000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
* Deliver accurate, timely, and professional customer service to branch customers in line with FAB service standards.
* Support account opening, product onboarding, loan applications, credit card applications, and after-sales service requests.
* Review customer documentation carefully to ensure completeness, accuracy, and compliance with bank policies.
* Promote and cross-sell FAB asset and liability products to new and existing customers based on their needs.
* Generate leads from walk-in customers, referrals, and personal outreach while supporting branch sales targets.
* Handle customer queries, requests, and complaints with professionalism, escalating complex cases when required.
* Help achieve service KPIs including Net Promoter Score, complaint resolution timelines, service request turnaround, and mystery shopping performance.
* Educate customers on FAB digital channels, self-service options, and available banking solutions.
* Maintain proactive communication with customers to strengthen relationships and improve satisfaction.
* Explain product details, terms, conditions, and requirements clearly before customers complete applications or agreements.
* Ensure all transactions, documents, and customer records follow operational risk controls and regulatory requirements.
* Follow information security standards, secure document handling procedures, and clear desk practices.
* Participate in mandatory compliance, service, sales, and operational training programs.
Ideal Profile
* High school diploma or higher education in business, finance, banking, or a related discipline.
* Minimum 2 years of experience in banking, preferably in customer service, branch operations, or sales support.
* Good understanding of banking products, customer service processes, and regulatory requirements.
* Ability to identify customer needs and recommend suitable banking products responsibly.
* Strong communication skills with a confident, courteous, and customer-focused approach.
* Comfortable working with service KPIs, sales targets, complaint handling standards, and branch performance expectations.
* Detail-oriented approach when reviewing forms, applications, customer documents, and service requests.
* Ability to manage customer interactions professionally while maintaining confidentiality and compliance.
* Positive attitude, strong follow-up skills, and the ability to work in a busy branch environment.
Skills Set
* Branch customer service
* Account opening support
* Banking product onboarding
* Cross-selling and lead generation
* Complaint handling
* Service request processing
* Customer relationship management
* Documentation review
* Regulatory compliance
* Operational risk awareness
* Digital banking support
* KPI and SLA management
* Professional communication
* Sales and service coordination
Why Join Us
* Opportunity to build a customer service and sales career with one of the UAE’s leading banking institutions.
* Exposure to branch banking operations, retail banking products, and customer relationship management.
* Strong learning environment for candidates interested in customer service, financial products, and regulated banking operations.
* A role that combines customer interaction, service excellence, sales support, and compliance discipline.
* Career growth potential within a stable Banking environment in Abu Dhabi, UAE.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s largest and most respected financial institutions, offering a wide range of retail, corporate, and investment banking services. With a strong presence in Abu Dhabi and across the region, FAB supports customers through modern banking solutions, trusted financial expertise, and a commitment to service quality, compliance, and long-term customer relationships.
