Banking Onboarding & Customer Experience Specialist

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Dubai seeks a service and support professional to back Area Managers and Relationship Managers in growing portfolios across defined markets. You will engage with process owners and internal stakeholders to monitor NPS, drive client service excellence, and support onboarding/KYC initiatives.

Responsibilities include coordinating with branches to meet SLAs, handling customer communications, and ensuring regulatory compliance.

Qualifications

• Graduate with at least 3 years relevant local market knowledge in retail banking product and services.
• Sound compliance, ops or product or sales governance background.
• Customer obsessed, change focused pragmatist.
• Good communication & interpersonal skills.
• Process excellence.
• Customer experience.

Responsibilities

• Internal Collaboration with process owners and stakeholders for NPS monitoring and benchmark scores.
• Engage with team and other departments to meet client service expectations.
• Support onboarding/KYC projects and ensure processes within TAT/SLA.
• Handle inbound customer calls and resolve complaints/queries.
• Obtain customer information and respond to AML alerts within timelines.
• Coordinate for issuing letters, foreign currency withdrawals and drafts, and branch requests.

Skills

Process excellence

Customer experience

Goverance background

Communication skills

Education

Graduate

Job description

First Abu Dhabi Bank (FAB) in Dubai seeks a service and support professional to back Area Managers and Relationship Managers in growing portfolios across defined markets. You will engage with process owners and internal stakeholders to monitor NPS, drive client service excellence, and support onboarding/KYC initiatives.

Responsibilities include coordinating with branches to meet SLAs, handling customer communications, and ensuring regulatory compliance.