Customer Service Officer - Branch Banking
Posted date [2026-07-08]
(ID: 47707)
 |
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 Description and Requirements
Customer Service Officer - Branch BankingJob Snapshot
Role: Customer Service Officer - Branch Banking
Location: Abu Dhabi, United Arab Emirates
Industry: Banking
Function: Customer Servic
Experience: Minimum 2 years banking customer service or sales experience
Job Type: Full-time
Position Overview
Customer Service Officer - Branch Banking in Abu Dhabi, United Arab Emirates is a customer-facing Banking opportunity focused on branch service delivery, product onboarding, account support, customer relationship management, and compliant sales assistance. The role supports First Abu Dhabi Bank (FAB) customers through accurate service request handling, branch-level product guidance, complaint support, digital channel education, and cross-selling of suitable banking products while maintaining strong service KPIs and regulatory discipline.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Customer Servic
Salary: 7000-10000
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
Role Context
The Customer Service Officer - Branch Banking acts as a key point of contact for customers visiting the branch. This position combines service accuracy, sales support, product onboarding, documentation review, and customer issue resolution in one frontline banking role. The officer helps improve customer satisfaction, supports branch revenue growth, protects operational quality, and ensures every interaction follows FAB policies, information security standards, and applicable banking regulations.
Key Responsibilities
* Deliver professional, timely, and accurate customer service to walk-in customers and existing FAB clients.
* Promote and cross-sell FAB asset and liability products based on customer needs, eligibility, and branch priorities.
* Identify customer requirements and recommend suitable banking products, services, upgrades, or digital solutions.
* Generate product leads through branch interactions, referrals, customer conversations, and personal outreach.
* Support the achievement of individual and branch sales targets through ethical and needs-based selling.
* Handle customer queries, complaints, and service requests with professionalism, urgency, and clear communication.
* Maintain strong service performance across Net Promoter Score, complaint resolution timelines, service request turnaround, and mystery shopping standards.
* Educate customers on FAB digital banking channels, self-service options, and secure transaction practices.
* Prepare, check, and process account opening forms, loan applications, credit card applications, and related service documentation.
* Review customer documents for completeness, accuracy, compliance, and readiness before submission.
* Process after-sales transactions and customer service requests within agreed turnaround times.
* Explain product terms, service conditions, charges, eligibility requirements, and documentation needs before customers sign agreements.
* Maintain proactive customer communication to improve loyalty, trust, and long-term relationship value.
* Encourage eligible customers to move to higher-tier products and services where relevant and suitable.
* Ensure all transactions, records, and customer documents comply with FAB policies, operational risk controls, and regulatory requirements.
* Follow information security requirements, including secure document handling, confidentiality, and clear desk practices.
* Complete mandatory compliance, operational, product, and service training as required by the bank.
* Treat compliance as a mandatory operating standard in every customer interaction, not only as a performance measure.
Ideal Profile
* High school diploma or higher qualification in business, finance, banking, or a related discipline.
* Minimum 2 years of experience in banking, preferably within branch customer service, sales support, or retail banking operations.
* Good understanding of banking products, customer documentation, account opening, loans, credit cards, and service request processing.
* Ability to communicate product information clearly and guide customers through banking procedures.
* Strong service mindset with the confidence to manage complaints, customer expectations, and urgent service issues.
* Sales-oriented approach with the ability to identify needs and recommend relevant banking products responsibly.
* Awareness of regulatory requirements, operational controls, information security, and compliance obligations in banking.
* Good attention to detail when reviewing applications, forms, customer records, and transaction documents.
* Ability to work under branch service KPIs, turnaround timelines, and quality monitoring standards.
* Professional appearance, positive attitude, and strong interpersonal skills for daily customer-facing work.
Skills Set
* Branch banking service
* Customer service
* Retail banking
* Account opening
* Product onboarding
* Loan application support
* Credit card application processing
* Cross-selling
* Customer needs analysis
* Sales lead generation
* Customer relationship management
* Complaint handling
* Service request processing
* Net Promoter Score
* Mystery shopping standards
* SLA management
* Banking documentation
* Regulatory compliance
* Operational risk control
* Information security
* Clear desk practice
* Digital banking support
* Customer communication
* After-sales banking transactions
Why Join Us
This role offers a strong career path for customer service and sales professionals who want to grow within Abu Dhabi’s banking sector. The position provides direct exposure to retail banking products, branch operations, customer relationship building, service excellence standards, and compliance-driven banking practices. It is well suited for someone who enjoys customer interaction, structured targets, and the opportunity to build long-term experience with one of the UAE’s leading financial institutions.
About the Company
First Abu Dhabi Bank (FAB) is a major banking group in the United Arab Emirates, serving individuals, businesses, and institutions through a wide range of financial products and services. In Abu Dhabi, FAB continues to support customers with retail banking, digital banking, account services, lending solutions, and relationship-led financial support backed by strong governance, operational standards, and customer-focused service delivery.
Job Type: Full-time
Role Context
The Customer Service Officer - Branch Banking acts as a key point of contact for customers visiting the branch. This position combines service accuracy, sales support, product onboarding, documentation review, and customer issue resolution in one frontline banking role. The officer helps improve customer satisfaction, supports branch revenue growth, protects operational quality, and ensures every interaction follows FAB policies, information security standards, and applicable banking regulations.
Key Responsibilities
* Deliver professional, timely, and accurate customer service to walk-in customers and existing FAB clients.
* Promote and cross-sell FAB asset and liability products based on customer needs, eligibility, and branch priorities.
* Identify customer requirements and recommend suitable banking products, services, upgrades, or digital solutions.
* Generate product leads through branch interactions, referrals, customer conversations, and personal outreach.
* Support the achievement of individual and branch sales targets through ethical and needs-based selling.
* Handle customer queries, complaints, and service requests with professionalism, urgency, and clear communication.
* Maintain strong service performance across Net Promoter Score, complaint resolution timelines, service request turnaround, and mystery shopping standards.
* Educate customers on FAB digital banking channels, self-service options, and secure transaction practices.
* Prepare, check, and process account opening forms, loan applications, credit card applications, and related service documentation.
* Review customer documents for completeness, accuracy, compliance, and readiness before submission.
* Process after-sales transactions and customer service requests within agreed turnaround times.
* Explain product terms, service conditions, charges, eligibility requirements, and documentation needs before customers sign agreements.
* Maintain proactive customer communication to improve loyalty, trust, and long-term relationship value.
* Encourage eligible customers to move to higher-tier products and services where relevant and suitable.
* Ensure all transactions, records, and customer documents comply with FAB policies, operational risk controls, and regulatory requirements.
* Follow information security requirements, including secure document handling, confidentiality, and clear desk practices.
* Complete mandatory compliance, operational, product, and service training as required by the bank.
* Treat compliance as a mandatory operating standard in every customer interaction, not only as a performance measure.
Ideal Profile
* High school diploma or higher qualification in business, finance, banking, or a related discipline.
* Minimum 2 years of experience in banking, preferably within branch customer service, sales support, or retail banking operations.
* Good understanding of banking products, customer documentation, account opening, loans, credit cards, and service request processing.
* Ability to communicate product information clearly and guide customers through banking procedures.
* Strong service mindset with the confidence to manage complaints, customer expectations, and urgent service issues.
* Sales-oriented approach with the ability to identify needs and recommend relevant banking products responsibly.
* Awareness of regulatory requirements, operational controls, information security, and compliance obligations in banking.
* Good attention to detail when reviewing applications, forms, customer records, and transaction documents.
* Ability to work under branch service KPIs, turnaround timelines, and quality monitoring standards.
* Professional appearance, positive attitude, and strong interpersonal skills for daily customer-facing work.
Skills Set
* Branch banking service
* Customer service
* Retail banking
* Account opening
* Product onboarding
* Loan application support
* Credit card application processing
* Cross-selling
* Customer needs analysis
* Sales lead generation
* Customer relationship management
* Complaint handling
* Service request processing
* Net Promoter Score
* Mystery shopping standards
* SLA management
* Banking documentation
* Regulatory compliance
* Operational risk control
* Information security
* Clear desk practice
* Digital banking support
* Customer communication
* After-sales banking transactions
Why Join Us
This role offers a strong career path for customer service and sales professionals who want to grow within Abu Dhabi’s banking sector. The position provides direct exposure to retail banking products, branch operations, customer relationship building, service excellence standards, and compliance-driven banking practices. It is well suited for someone who enjoys customer interaction, structured targets, and the opportunity to build long-term experience with one of the UAE’s leading financial institutions.
About the Company
First Abu Dhabi Bank (FAB) is a major banking group in the United Arab Emirates, serving individuals, businesses, and institutions through a wide range of financial products and services. In Abu Dhabi, FAB continues to support customers with retail banking, digital banking, account services, lending solutions, and relationship-led financial support backed by strong governance, operational standards, and customer-focused service delivery.
