Customer Service Representative - Branch Banking
Posted date [2026-07-08]
(ID: 47733)
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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 Description and Requirements
Customer Service Representative - Branch BankingJob Snapshot
Role: Customer Service Representative - Branch Banking
Location: Abu Dhabi, United Arab Emirates
Industry: Banking
Function: Customer Servic
Experience: Minimum 2 years in banking customer service or sales
Job Type: Full-time
Position Overview
Customer Service Representative - Branch Banking in Abu Dhabi, United Arab Emirates is a customer-facing Banking role focused on branch service support, account opening, product onboarding, customer requests, complaint handling, digital banking guidance, and compliant sales assistance. This opportunity supports First Abu Dhabi Bank (FAB) by helping customers complete banking transactions accurately, improving service satisfaction, promoting suitable banking products, and maintaining strict adherence to operational controls, regulatory requirements, and service standards.
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 Representative - Branch Banking will act as a primary customer contact within the branch, supporting both service and sales activities. The role requires accurate documentation, professional communication, prompt handling of service requests, and strong understanding of banking products and procedures. The position also contributes to customer loyalty, branch performance, product lead generation, and service KPI delivery while treating compliance, information security, and customer protection as mandatory operating standards.
Core Duties
* Serve customers at branch level with accurate, timely, and professional sales and service support.
* Process account opening forms, service requests, after-sales transactions, loan applications, credit card applications, and related documentation.
* Review customer documents for completeness, accuracy, eligibility, and compliance with FAB policies.
* Promote and cross-sell suitable FAB asset and liability products to new and existing customers.
* Identify customer needs through branch conversations and recommend appropriate banking products or services.
* Generate product leads from walk-in customers, referrals, customer discussions, and personal outreach.
* Support branch and individual sales targets through ethical, needs-based product recommendations.
* Maintain positive customer engagement to support Net Promoter Score performance and overall service satisfaction.
* Handle customer queries, requests, and complaints professionally, escalating complex issues when required.
* Support complaint resolution within agreed timelines and ensure service issues are followed up properly.
* Process service requests in line with required turnaround times, accuracy standards, and SLA expectations.
* Maintain high mystery shopping scores by consistently following FAB branch service standards.
* Educate customers on FAB digital channels, self-service options, secure usage practices, and convenient banking alternatives.
* Explain product information, terms, conditions, charges, documentation requirements, and customer obligations clearly before agreements are signed.
* Maintain proactive communication with customers to build trust, loyalty, and stronger long-term relationships.
* Encourage customers to upgrade to higher-tier products or services where suitable and relevant.
* Ensure every customer transaction and document follows FAB policies, operational risk controls, and regulatory requirements.
* Follow information security procedures, including secure document handling, confidentiality, and clear desk discipline.
* Participate in mandatory compliance, operational, product, and service training programs.
* Treat compliance as a core requirement in every transaction, not as a performance target only.
Ideal Profile
* High school diploma is required.
* Higher education in Business, Finance, Banking, or a related discipline is preferred.
* Minimum 2 years of experience in banking, preferably in customer service, branch service, retail banking, or sales support roles.
* Good knowledge of banking products, services, customer documentation, onboarding requirements, and regulatory procedures.
* Experience with account opening, customer service requests, loan applications, credit card applications, and after-sales support is an advantage.
* Strong customer service attitude with the ability to manage queries, complaints, and service expectations professionally.
* Sales awareness with the ability to identify customer needs and recommend suitable banking solutions.
* Good communication skills with the ability to explain product details, terms, conditions, and next steps clearly.
* Strong attention to detail when reviewing applications, documents, customer records, and transaction information.
* Ability to work under branch KPIs, including NPS, complaint turnaround, service request timelines, and mystery shopping standards.
* Good understanding of compliance, operational risk, information security, and regulatory requirements in banking.
* Professional conduct, confidentiality, patience, and a positive approach to customer-facing work.
Skills Set
* Branch customer service
* Retail banking
* Account opening
* Product onboarding
* Service request processing
* After-sales transactions
* Loan application support
* Credit card application review
* Asset product cross-selling
* Liability product cross-selling
* Customer needs assessment
* Product lead generation
* Customer complaint handling
* Complaint resolution timelines
* Net Promoter Score
* Mystery shopping standards
* SLA adherence
* Digital banking guidance
* Self-service banking support
* Customer relationship management
* Banking documentation
* Terms and conditions explanation
* Regulatory compliance
* Operational risk controls
* Information security
* Clear desk discipline
* Secure document handling
* Customer communication
* Branch sales support
Why Join Us
This role is a strong opportunity for a banking customer service professional who wants to grow within Abu Dhabi’s Banking sector. The position offers exposure to branch operations, customer relationship management, sales support, digital banking education, product onboarding, compliance-led service delivery, and performance-based service standards. It is well suited for someone who enjoys helping customers, solving service issues, building trust, and supporting branch business growth through accurate and responsible banking service.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, providing retail banking, business banking, corporate banking, investment banking, global markets, asset management, and digital financial services. In Abu Dhabi, FAB supports customers through professional branch service, secure banking processes, strong governance, and customer-focused solutions designed to build lasting financial relationships.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Customer Service Representative - Branch Banking will act as a primary customer contact within the branch, supporting both service and sales activities. The role requires accurate documentation, professional communication, prompt handling of service requests, and strong understanding of banking products and procedures. The position also contributes to customer loyalty, branch performance, product lead generation, and service KPI delivery while treating compliance, information security, and customer protection as mandatory operating standards.
Core Duties
* Serve customers at branch level with accurate, timely, and professional sales and service support.
* Process account opening forms, service requests, after-sales transactions, loan applications, credit card applications, and related documentation.
* Review customer documents for completeness, accuracy, eligibility, and compliance with FAB policies.
* Promote and cross-sell suitable FAB asset and liability products to new and existing customers.
* Identify customer needs through branch conversations and recommend appropriate banking products or services.
* Generate product leads from walk-in customers, referrals, customer discussions, and personal outreach.
* Support branch and individual sales targets through ethical, needs-based product recommendations.
* Maintain positive customer engagement to support Net Promoter Score performance and overall service satisfaction.
* Handle customer queries, requests, and complaints professionally, escalating complex issues when required.
* Support complaint resolution within agreed timelines and ensure service issues are followed up properly.
* Process service requests in line with required turnaround times, accuracy standards, and SLA expectations.
* Maintain high mystery shopping scores by consistently following FAB branch service standards.
* Educate customers on FAB digital channels, self-service options, secure usage practices, and convenient banking alternatives.
* Explain product information, terms, conditions, charges, documentation requirements, and customer obligations clearly before agreements are signed.
* Maintain proactive communication with customers to build trust, loyalty, and stronger long-term relationships.
* Encourage customers to upgrade to higher-tier products or services where suitable and relevant.
* Ensure every customer transaction and document follows FAB policies, operational risk controls, and regulatory requirements.
* Follow information security procedures, including secure document handling, confidentiality, and clear desk discipline.
* Participate in mandatory compliance, operational, product, and service training programs.
* Treat compliance as a core requirement in every transaction, not as a performance target only.
Ideal Profile
* High school diploma is required.
* Higher education in Business, Finance, Banking, or a related discipline is preferred.
* Minimum 2 years of experience in banking, preferably in customer service, branch service, retail banking, or sales support roles.
* Good knowledge of banking products, services, customer documentation, onboarding requirements, and regulatory procedures.
* Experience with account opening, customer service requests, loan applications, credit card applications, and after-sales support is an advantage.
* Strong customer service attitude with the ability to manage queries, complaints, and service expectations professionally.
* Sales awareness with the ability to identify customer needs and recommend suitable banking solutions.
* Good communication skills with the ability to explain product details, terms, conditions, and next steps clearly.
* Strong attention to detail when reviewing applications, documents, customer records, and transaction information.
* Ability to work under branch KPIs, including NPS, complaint turnaround, service request timelines, and mystery shopping standards.
* Good understanding of compliance, operational risk, information security, and regulatory requirements in banking.
* Professional conduct, confidentiality, patience, and a positive approach to customer-facing work.
Skills Set
* Branch customer service
* Retail banking
* Account opening
* Product onboarding
* Service request processing
* After-sales transactions
* Loan application support
* Credit card application review
* Asset product cross-selling
* Liability product cross-selling
* Customer needs assessment
* Product lead generation
* Customer complaint handling
* Complaint resolution timelines
* Net Promoter Score
* Mystery shopping standards
* SLA adherence
* Digital banking guidance
* Self-service banking support
* Customer relationship management
* Banking documentation
* Terms and conditions explanation
* Regulatory compliance
* Operational risk controls
* Information security
* Clear desk discipline
* Secure document handling
* Customer communication
* Branch sales support
Why Join Us
This role is a strong opportunity for a banking customer service professional who wants to grow within Abu Dhabi’s Banking sector. The position offers exposure to branch operations, customer relationship management, sales support, digital banking education, product onboarding, compliance-led service delivery, and performance-based service standards. It is well suited for someone who enjoys helping customers, solving service issues, building trust, and supporting branch business growth through accurate and responsible banking service.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, providing retail banking, business banking, corporate banking, investment banking, global markets, asset management, and digital financial services. In Abu Dhabi, FAB supports customers through professional branch service, secure banking processes, strong governance, and customer-focused solutions designed to build lasting financial relationships.
