Call Center Executive - Emiratized Role

First Abu Dhabi Bank; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in the UAE seeks a customer service professional to handle inbound calls, resolve issues, and upsell FAB products while maintaining data confidentiality and adherence to bank policies.

The role emphasizes quality service, cross-functional collaboration, and meeting service level targets in a dynamic call-center environment.

Qualifications

• Minimum Qualifications: High School
• Minimum Experience: 0 – 2 years relevant experience in banking sector
• Knowledge, Skills, and Attributes: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
• Excellent communication skill in English & Arabic

Responsibilities

• Provide excellent customer service by attending to incoming calls within the quality guidelines
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escape as per process
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores
• Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
• Maintains customer records by updating customer history through service requests/complaints and Notes
• Maintain confidentiality of the bank’s customers and data
• Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations
• Attend to special tasks assigned by team leader and Managers
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
• Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
• Authorized to take decisions as per the approved authorization matrix

Skills

Customer service

Product knowledge

Quality focus

Problem solving

Documentation skills

Listening

Phone skills

English

Arabic

Education

High School

Job description

JOB SUMMARY / INTRODUCTION

To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.
Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues

KEY RESPONSIBILITIES

• Provide excellent customer service by attending to incoming calls within the quality guidelines
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escape as per process
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores
• Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
• Maintains customer records by updating customer history through service requests/complaints and Notes
• Maintain confidentiality of the bank’s customers and data
• Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations
• Attend to special tasks assigned by team leader and Managers
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
• Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
• Authorized to take decisions as per the approved authorization matrix

REQUIREMENTS / QUALIFICATIONS

• Minimum Qualifications:
• High School
• Minimum Experience:
• 0 – 2 years relevant experience in banking sector
• Knowledge, Skills, and Attributes:
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
  Excellent communication skill in English & Arabic

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.