Client Service Officer - Relationship Support

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 112,000 - 179,000; Full time

Job summary

First Abu Dhabi Bank is hiring a Client Service Officer - Relationship Support in Abu Dhabi. The role focuses on supporting Relationship Managers, improving customer experience, and ensuring onboarding and KYC processes are compliant across banking operations.

You will collaborate with multiple internal teams to resolve requests and maintain service levels. The ideal candidate has at least 3 years in local retail banking, with strong communication, process improvement, and governance

Qualifications

• Experience in retail banking servicing and onboarding.
• Strong understanding of KYC/AML controls.
• Ability to coordinate multiple internal teams and manage customer inquiries.

Responsibilities

• Support Area Managers and Relationship Managers in servicing portfolios.
• Coordinate daily customer service requirements across branches and teams.
• Monitor onboarding and KYC cases against SLAs and turnaround times.
• Handle customer complaints and service queries through resolution.
• Prepare monthly performance reports for management.

Skills

Retail banking

Customer service

Customer experience

Relationship support

Account opening

KYC

AML

Compliance

NPS monitoring

Process improvement

Operational controls

Tools

Banking systems

Job description

Job Snapshot

Client Service Officer - Relationship Support Job Snapshot Role: Client Service Officer - Relationship Support Location: Abu Dhabi, United Arab Emirates Industry: Banking Function: Customer Support-Client Care Experience: Minimum 3 years Job Type: Full-time

Job Overview

Client Service Officer - Relationship Support in Abu Dhabi, United Arab Emirates is a Banking opportunity with First Abu Dhabi Bank focused on supporting Area Managers and Relationship Managers, improving customer experience, coordinating account servicing, and maintaining effective onboarding and KYC processes. The role manages customer requests, supports acquisition activities, resolves service issues, monitors operational turnaround times, and works across internal teams to deliver efficient and compliant retail banking services.

Job Details

Country: United Arab Emirates City: Abu Dhabi Industry: Banking Function: Customer Support-Client Care Salary: 10000-16000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Client Service Officer provides operational and relationship support to teams managing customer portfolios across designated geographical markets. The position serves as an important link between customers, Relationship Managers, branches, onboarding teams, compliance functions, operations, product teams, and service channels. The role combines customer servicing with process control and continuous improvement. By resolving requests efficiently, supporting account acquisition, maintaining KYC standards, analyzing service issues, and incorporating Voice of the Customer insights into operational improvements, the position contributes directly to customer satisfaction and portfolio growth.

Key Responsibilities

• Support the Area Manager and Relationship Managers in servicing and developing assigned customer portfolios.
• Coordinate daily customer service requirements across branches and internal support teams.
• Build effective working relationships with process owners and key internal stakeholders.
• Monitor customer experience performance and support achievement of targeted NPS benchmarks.
• Work with relevant departments to ensure customer service expectations are consistently met.
• Track onboarding and KYC cases against agreed turnaround times and service level agreements.
• Support implementation of KYC projects, initiatives, and process enhancements.
• Receive customer calls redirected through branches, call centers, Client Services, or Relationship Managers.
• Manage customer complaints and service queries through to resolution.
• Coordinate with internal teams to obtain accurate and timely responses for customers.
• Follow up unresolved service matters and ensure customers receive appropriate updates.
• Obtain required customer information for AML alerts involving assigned accounts.
• Prepare and coordinate responses to AML alerts within established timelines.
• Support compliance with KYC, AML, regulatory, and internal control requirements.
• Coordinate issuance of Liability Letters and No Liability Letters.
• Follow through on subsequent loan settlement requirements.
• Arrange high-value cash withdrawal requests in accordance with applicable controls.
• Coordinate approvals and arrangements for foreign currency cash withdrawals.
• Liaise with branches regarding special cheque clearing requirements.
• Coordinate delivery of returned cheques to customer post office boxes where applicable.
• Facilitate requests for foreign currency demand drafts and manager 's cheques.
• Track Telegraphic Transfer requests and other maintenance instructions submitted directly to branches.
• Follow up with branch teams until assigned requests are completed.
• Support acquisition and onboarding of new customers.
• Analyze new customer applications against prescribed policies and acceptance requirements.
• Verify availability and validity of identification and supporting legal documentation.
• Check appropriate attestation and verification of original documents.
• Review employment, customer contact, and application information.
• Enter customer information accurately into relevant onboarding systems.
• Identify incomplete applications and coordinate collection of missing information.
• Conduct required rework following pricing changes, condition amendments, or expiry of previous approvals.
• Resubmit eligible cases to the relevant line manager for consideration.
• Support account opening processes for assigned customer relationships.
• Coordinate account setup requirements with relevant operational teams.
• Work closely with Relationship Managers on ongoing portfolio servicing activities.
• Maintain service delivery in line with FAB customer experience standards.
• Audit and review original customer documentation.
• Ensure documents are properly completed, recorded, and retained.
• Verify that regulatory, compliance, and audit requirements are addressed.
• Maintain appropriate operational controls to reduce errors, losses, and near‑miss events.
• Support operational efficiency by identifying recurring processing issues.
• Formulate and coordinate end-to-end customer communication processes.
• Ensure customer communication is timely, consistent, and appropriately controlled.
• Follow FAB 's customer complaint management process.
• Coordinate complaints with product managers, internal teams, and other responsible stakeholders.
• Proactively identify opportunities to improve customer satisfaction.
• Analyze service pain points affecting customer experience.
• Evaluate existing business processes and recommend practical enhancements.
• Use Voice of the Customer insights to support cross-functional improvement initiatives.
• Conduct root cause analysis of recurring complaints and service failures.
• Work with service channels to implement measures that prevent recurrence.
• Support process owners in simplifying customer journeys and reducing unnecessary delays.
• Prepare monthly performance reports for management.
• Produce ad hoc operational and customer service reports when requested.
• Monitor key service indicators, turnaround times, and recurring customer issues.
• Escalate material process or customer service concerns when appropriate.
• Maintain high standards of confidentiality when handling customer and banking information.
• Follow approved policies, procedures, governance standards, and regulatory requirements.

Ideal Profile

The successful candidate should be a graduate with at least 3 years of relevant experience and practical knowledge of the local retail banking market, products, and services. Candidates should have a sound background in compliance, banking operations, product governance, sales governance, or a closely related function. Experience in customer onboarding, KYC processes, AML requirements, retail banking servicing, account maintenance, or relationship support will be valuable. The role requires a strong customer orientation combined with a practical approach to process improvement and operational control. Candidates should be comfortable coordinating multiple internal teams, responding to customers under time pressure, analyzing service issues, and maintaining accuracy across documentation and banking systems. Strong communication and interpersonal capabilities are essential for dealing effectively with customers, Relationship Managers, branches, compliance teams, and operational stakeholders.

Skills Set

• Retail banking
• Customer service
• Customer experience
• Relationship support
• Relationship management support
• Customer onboarding
• Account opening
• KYC
• AML
• Compliance
• Regulatory controls
• Customer complaint management
• NPS monitoring
• Voice of the Customer
• Process excellence
• Process improvement
• Root cause analysis
• Service level agreements
• Turnaround time monitoring
• Customer acquisition support
• Application review
• Document verification
• Banking operations
• Account maintenance
• Loan settlement
• Liability Letters
• No Liability Letters
• High‑value cash withdrawals
• Foreign currency transactions
• Demand drafts
• Manager 's cheques
• Telegraphic Transfers
• Cheque clearing
• Operational controls
• Sales governance
• Product governance
• Performance reporting
• Banking systems
• Stakeholder coordination

Why Join Us

This role offers broad exposure to customer relationship support, retail banking operations, compliance, onboarding, and service improvement within a major Banking institution. It provides a strong platform for professionals seeking to deepen their expertise in customer experience while working closely with Relationship Managers and multiple operational functions. The position also provides practical involvement in process excellence, Voice of the Customer initiatives, KYC controls, complaint resolution, and customer journey improvements, creating opportunities to build a well‑rounded career in banking service and relationship management.

About the Company

First Abu Dhabi Bank is headquartered in Abu Dhabi, United Arab Emirates and provides a broad range of financial services to individuals, businesses, corporate clients, and institutions. FAB combines relationship‑driven banking with extensive digital, branch, product, and operational capabilities, creating opportunities for professionals to contribute to customer experience, service quality, compliance, and sustainable business growth.