Customer Service Officer Liabilities Support

First Abu Dhabi Bank

Job Details

Country: UAE

City: Dubai

Industry: Banking

Function: Customer Support-Client Care

Job Type: Full-time

Key Responsibilities

Customer Experience and Support

• Manage end-to-end customer communication processes to ensure high service standards.
• Act as a key liaison between Relationship Managers, branches, and clients for all service and query resolutions.
• Ensure timely handling of customer requests, complaints, and escalations while maintaining professionalism and empathy.
• Respond to inbound calls redirected from branches or call centers and provide accurate information and resolutions.
• Coordinate with process owners and internal stakeholders to maintain high Net Promoter Scores (NPS) and achieve benchmark service quality ratings.
• Support the onboarding and KYC process by ensuring all client documentation is complete and processed within agreed SLAs.
• Handle issuance of liability and no-liability letters, settlement coordination, and charge reversals where applicable.
• Assist clients with special banking needs, such as high-value withdrawals, foreign currency requests, and cheque clearing coordination.
• Provide account statements, transaction tracking, and other service requests accurately and promptly.

Process Improvement and Governance

• Evaluate existing business processes, identify bottlenecks, and recommend efficiency improvements.
• Integrate customer feedback and insights into actionable service improvement plans.
• Conduct root-cause analysis of recurring service issues and propose preventive measures.
• Coordinate with compliance and operations teams to ensure adherence to AML, KYC, and FAB risk control policies.
• Ensure customer-related documentation and transactions are managed according to audit and compliance standards.

Relationship and Internal Collaboration

• Support Relationship Managers and Area Managers in servicing key liability customers and maintaining portfolio satisfaction.
• Work collaboratively with branch, operations, technology, and compliance departments to deliver seamless customer service.
• Communicate updates, process changes, and customer concerns effectively across teams.

Job Context and Performance Indicators

• Maintain consistent turnaround times (TAT) and service level agreements (SLA) across all customer transactions.
• Enhance customer satisfaction and loyalty through proactive engagement and professional service delivery.
• Uphold FAB s reputation as a customer-first institution by ensuring operational excellence and policy adherence.

Skills Set

• Customer service and support management
• Retail banking operations and KYC compliance
• Process improvement and service quality assurance
• Relationship management and communication
• Issue resolution and escalation handling
• Data accuracy and attention to detail

Why Join Us

• Be part of the Middle East s leading financial institution with a global footprint.
• Career advancement opportunities within FAB s robust development framework.
• Collaborative, inclusive, and innovative work environment.
• Access to continuous professional learning and leadership development programs.