Roles & Responsibilities

To comply with country regulations, we are looking for UAE talent to fill this role. Job Responsibility: The primary purpose of this job is : Provide end to end customer service to Priority Banking customers as per bank TAT s Assist the Relationship Managers to whom he/she is tagged by taking ownership of all servicing (queries, requests, complaints, application processing, etc.) related requirements of the customers under the RM s portfolio. Along with supporting processing customer applications/ system requests etc. Ensure customers visiting the Priority Centers are serviced on priority with their requests/complaints Address customer complaints & provide First Contact Resolution where ever possible Ensure end to end follow up till the customer complaint is resolved and escalate when necessary Follow-up with customer post complaint resolution ensuring customer experience Adherence to applicable policies & procedures to safeguard bank s interests Report discrepancies to management Ensure cross sell to each Priority Banking customer and ensure no Priority Banking customers have less than 5 products with the bank Job Skills & Qualifications: High School or Bachelor degree Relevant experience in related/similar job What we offer you: Competitive salary package Strong emphasis on work-life balance and wellbeing across the bank World-class Learning & Development platform and career development Generous annual leave entitlement and Private Healthcare Preferential banking facilities for employees

Desired Candidate Profile

• High School or Bachelor degree
• Relevant experience in related/similar job
• Diploma or Bachelor's degree in Banking, Business Administration, or related field
• Professional certification in customer service or banking operations (preferred)
• Ongoing training in AML/KYC compliance and data privacy

1. Customer satisfaction and retention through prompt resolution of routine service requests

• Respond to client inquiries regarding account balances, product features, and transaction status to ensure clarity and confidence in banking services.
• Resolve standard transactional issues such as cheque deposits, fund transfers, and payment instructions within defined turnaround times.
• Escalate complex or non-routine customer concerns to the Assistant Manager, ensuring timely follow-up and closure.
• Maintain accurate records of all customer interactions in the CRM system to enable service continuity and audit readiness.

Performance Measures:

• Customer feedback scores on service responsiveness and professionalism
• Rate of first-contact resolution for standard service requests
• Accuracy and completeness of customer interaction records

2. Operational risk mitigation in daily branch transactions