Bank Customer Experience Specialist

ADIB Group; Dubai; On-site; AED 39,000 - 61,000; Full time

Job summary

ADIB Group is seeking a Customer Service Representative in Dubai Nad al Hamr area to greet customers and guide them to service points, delivering quality service while upholding the bank's professional image.

The role emphasizes directing customers to digital channels, verifying required documents, and escorting them to staff, with responsibilities spanning branch support, QMS token handling, and maintaining branch appearance.

Qualifications

• Broad knowledge of ADIBs retail banking products and services.
• Fair knowledge of ADIBs operational policies and procedures.
• Excellent knowledge of ADIB alternative channels (mobile/chatbot/ITM/CCDM).
• Good knowledge of UAE banking practices regulations and risks.
• Fair knowledge of service standards.
• Knowledge of AML regulations issued by UAE authorities.
• Cross-selling awareness and computer skills.

Responsibilities

• Welcome and greet walk-in customers and inquire about needs.
• Direct clients to alternative channels (digital channels).
• Ensure clients have required docs before waiting and queuing.
• Escort customers to the appropriate staff in a pleasant manner.
• Handle problems and manage customer anger.
• Assist branches and support Help Desk counters.
• Manage the queue at teller counters and waiting areas.
• Ensure branch look and feel follows guidelines.
• Perform other responsibilities assigned by branch management.

Skills

Retail banking

Operational policies

ADIB channels

UAE banking regs

Service standards

AML regulations

Cross selling

Computer skills

Job description

ADIB Group is seeking a Customer Service Representative in Dubai Nad al Hamr area to greet customers and guide them to service points, delivering quality service while upholding the bank's professional image.

The role emphasizes directing customers to digital channels, verifying required documents, and escorting them to staff, with responsibilities spanning branch support, QMS token handling, and maintaining branch appearance.