Customer Service Executive

Elkho Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Elkho Group in Dubai is seeking a Customer Service Executive in our retail banking team. You will be the frontline contact for clients, resolving inquiries and guiding them through digital banking solutions to promote self-service adoption.

You will maintain product knowledge, comply with KYC/AML policies, meet monthly sales targets across accounts, cards, loans, and digital services, and support a positive banking experience for customers.

Qualifications

• Bachelor's degree in Finance, Business, or related field.
• Minimum 2 years in banking or customer service.
• Strong empathy, communication and problem-solving skills.
• Proficiency with core banking systems and digital platforms.
• Fluent English; Arabic as native language.

Responsibilities

• Serve as frontline contact for retail banking clients and resolve inquiries.
• Promote digital banking solutions and encourage self-service adoption.
• Ensure compliance with KYC, AML and internal policies.
• Achieve monthly sales targets across accounts, cards, loans and digital services.
• Maintain accurate documentation and an active sales pipeline.

Skills

Customer service

Banking knowledge

Digital banking

Interpersonal skills

Problem solving

English fluency

Arabic language

Education

Bachelor's degree in Finance or Business

Tools

Core banking systems

Job description

Job Description:

JOB DESCRIPTION

Customer Service Executive in retail banking department is a frontline role dedicated to delivering exceptional service experiences to retail banking clients.

• You serve as a key touchpoint for clients, ensuring satisfaction, loyalty, and alignment with the bank’s service standards.
• You deliver exceptional service to all walk-in customers and digital clients, and resolve customer inquiries, complaints and service requests promptly.
• You maintain high customer satisfaction rate, service quality and turnaround time standards.
• You inform customers on digital banking solutions and encourage self-service adoption, promoting digital products and increase customer activation and usage.
• You ensure up to date retail product knowledge and accurate exaction of all service transactions while maintaining operational efficiency.
• You collect and communicate customer feedback to improve products, services and processes.
• You ensure full compliance with KYC, AML, EDD and all regulatory and bank internal policies.
• You identify customer financials needs and convert every service interaction into sales opportunity.
• You achieve individual monthly sales target across accounts, cards, loans, liabilities & digital banking, you cross sell and up sell relevant banking products and services.
• You maintain an active pipeline of customers opportunities and follow up until successful closure.
• You maintain high standards of operational accuracy and documentation, minimizing operational risk through adherence to established controls.
• You complete all mandatory training and compliance requirements within the required timelines.

YOUR PROFILE

• You hold a Bachelor’s degree in Finance, Business, or another related field.
• You have at least 2 years of experience in banking, retail banking, customer service or financial services role, coupled with a knowledge of core banking systems, retail banking products and services, and digital service platforms.
• You have a proven ability to handle customer interactions with empathy and efficiency through strong interpersonal skills, a deep understanding of banking products, and a commitment to resolving customer needs efficiently and professionally.
• You are driven by delivering outstanding service and building client trust
• You are a quick thinker with strong analytical and problem-solving skills.
• You are at ease with evolving service technologies and customer expectations and have basic financial analysis knowledge.
• You speak English fluently, Arabic is your native language (we are looking for a local).

Requirements: