Service Champion - Branch Customer Service
Posted date [2026-09-25]
(ID: 52520)
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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
Service Champion - Branch Customer ServiceJob Snapshot
Role: Service Champion
Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Support-Client Care
Experience: Minimum 2 years
Job Type: Full Time
Position Overview
First Abu Dhabi Bank (FAB) is seeking a Service Champion for an on-site branch role in Abu Dhabi, UAE. The position is focused on delivering a high standard of customer service, understanding the purpose of each branch visit, resolving or directing customer requests, and helping customers use FAB\'s digital and self-service banking channels where appropriate. The Service Champion also identifies potential sales leads while maintaining accurate, secure, and compliant customer interactions.
Job Details
Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Customer Experience
The Service Champion represents FAB\'s Customer First approach from the moment a customer enters the branch. The
role involves welcoming customers, understanding their requirements, providing accurate guidance, and working with the wider branch team to create an efficient and positive customer experience.
* Welcome customers visiting the branch and create a professional first impression.
* Engage with customers to understand the purpose of their visit and determine the appropriate service channel.
* Support queries and requests involving deposits, withdrawals, cheque clearing, demand drafts, e-statements, banking letters, foreign exchange, and related services.
* Provide guidance on accounts, credit cards, loans, e-dirham, fixed deposits, and customer documentation.
* Give customers accurate information about relevant FAB products and services.
* Follow FAB\'s Customer First methodology and work toward high customer experience standards with minimal complaints.
* Collaborate with branch colleagues and share effective customer-service practices.
Digital Banking Support
A central part of the position is supporting digital migration and helping customers become comfortable with FAB\'s digital and self-service channels.
Where a requested service is available digitally, the Service Champion will guide customers toward FAB Mobile and explain relevant features and benefits. Customers should also be directed to ATMs and CDMs when their transactions can be completed through these channels.
This includes educating customers about available self-service functionality such as updating Emirates ID details, mobile numbers and email addresses, making cash deposits and withdrawals, and depositing cheques.
Lead Generation and Service Performance
* Develop sufficient product and service knowledge to identify relevant customer opportunities.
* Capture potential leads through appropriate cross-selling opportunities.
* Work toward assigned referral targets.
* Support achievement of assigned Net Promoter Score targets by consistently applying FAB\'s service standards.
* Generate leads when suitable opportunities arise during customer interactions.
* Prevent income leakage when processing transactions.
* Maintain accurate customer interactions and transaction processing.
Operational Controls and Compliance
* Process transactions accurately and in accordance with applicable compliance, audit, risk, and transaction policies.
* Handle customer information and documentation securely in accordance with FAB\'s Information Security Policy.
* Maintain a high level of confidentiality when working with customer information.
* Complete mandatory training within required timelines.
* Operate within Group policies and the bank\'s organisational and governance frameworks.
* Follow applicable regulatory requirements.
* Exercise decision-making authority only within the approved authorization matrix.
* Complete duties and responsibilities assigned by branch management.
Collaboration
The Service Champion works closely with branch colleagues, internal stakeholders, and other FAB departments and units. Professional and respectful collaboration is expected when resolving customer requests, coordinating services, sharing information, and supporting the overall performance of the branch.
Qualifications and Experience
Candidates should be high school graduates and have a minimum of 2 years of relevant banking-sector experience.
The role requires familiarity with banking products, customer experience practices, and related policies and procedures. Candidates should understand customer service principles, possess relevant computer skills, demonstrate attention to detail and numerical accuracy, and be capable of maintaining a high level of confidentiality.
* Welcome customers visiting the branch and create a professional first impression.
* Engage with customers to understand the purpose of their visit and determine the appropriate service channel.
* Support queries and requests involving deposits, withdrawals, cheque clearing, demand drafts, e-statements, banking letters, foreign exchange, and related services.
* Provide guidance on accounts, credit cards, loans, e-dirham, fixed deposits, and customer documentation.
* Give customers accurate information about relevant FAB products and services.
* Follow FAB\'s Customer First methodology and work toward high customer experience standards with minimal complaints.
* Collaborate with branch colleagues and share effective customer-service practices.
Digital Banking Support
A central part of the position is supporting digital migration and helping customers become comfortable with FAB\'s digital and self-service channels.
Where a requested service is available digitally, the Service Champion will guide customers toward FAB Mobile and explain relevant features and benefits. Customers should also be directed to ATMs and CDMs when their transactions can be completed through these channels.
This includes educating customers about available self-service functionality such as updating Emirates ID details, mobile numbers and email addresses, making cash deposits and withdrawals, and depositing cheques.
Lead Generation and Service Performance
* Develop sufficient product and service knowledge to identify relevant customer opportunities.
* Capture potential leads through appropriate cross-selling opportunities.
* Work toward assigned referral targets.
* Support achievement of assigned Net Promoter Score targets by consistently applying FAB\'s service standards.
* Generate leads when suitable opportunities arise during customer interactions.
* Prevent income leakage when processing transactions.
* Maintain accurate customer interactions and transaction processing.
Operational Controls and Compliance
* Process transactions accurately and in accordance with applicable compliance, audit, risk, and transaction policies.
* Handle customer information and documentation securely in accordance with FAB\'s Information Security Policy.
* Maintain a high level of confidentiality when working with customer information.
* Complete mandatory training within required timelines.
* Operate within Group policies and the bank\'s organisational and governance frameworks.
* Follow applicable regulatory requirements.
* Exercise decision-making authority only within the approved authorization matrix.
* Complete duties and responsibilities assigned by branch management.
Collaboration
The Service Champion works closely with branch colleagues, internal stakeholders, and other FAB departments and units. Professional and respectful collaboration is expected when resolving customer requests, coordinating services, sharing information, and supporting the overall performance of the branch.
Qualifications and Experience
Candidates should be high school graduates and have a minimum of 2 years of relevant banking-sector experience.
The role requires familiarity with banking products, customer experience practices, and related policies and procedures. Candidates should understand customer service principles, possess relevant computer skills, demonstrate attention to detail and numerical accuracy, and be capable of maintaining a high level of confidentiality.
