Customer Service Officer

Rakbank; Abu Dhabi; On-site; AED 48,000 - 72,000; Full time

Job summary

Rakbank in Abu Dhabi is seeking a customer service professional for branch operations. You will greet customers, process transactions, and promote banking products while maintaining service standards.

The role requires 2+ years in customer service, fluency in English (Arabic a plus), and a diploma or higher. Banking software experience and a customer-focused mindset are essential for success.

Qualifications

• High school diploma or equivalent; a degree in a relevant field is preferred.
• Minimum of 2 years of experience in a customer service role, preferably in a banking or financial institution.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong product knowledge and the ability to cross-sell effectively, with a focus on customer needs.
• Proficiency in using banking software and systems, with a basic understanding of banking operations.
• Ability to work independently and manage multiple tasks simultaneously, with a high level of organization.
• Customer-oriented mindset, with a passion for delivering exceptional service and a positive attitude.
• Willingness to learn and adapt to new products, services, and procedures as the bank evolves.
• Fluency in English is mandatory; proficiency in other languages, especially Arabic, is an advantage.
• Strong work ethic, with a commitment to maintaining high standards of service and professionalism.

Responsibilities

• Greet and assist customers with a friendly and professional attitude, ensuring a positive first impression.
• Process customer transactions accurately and efficiently, adhering to service standards and guidelines.
• Cross-sell and promote bank products and services, identifying customer needs and offering suitable solutions.
• Maintain a thorough understanding of our product range to provide accurate information and advice to customers.
• Handle customer inquiries and complaints in a timely and effective manner, ensuring a high level of customer satisfaction.
• Ensure compliance with operational controls and procedures, maintaining a secure and controlled environment.
• Assist in maintaining an organized and tidy branch, contributing to a pleasant customer experience.
• Collaborate with colleagues to ensure smooth branch operations and a cohesive team environment.
• Stay updated with industry trends and bank initiatives to provide relevant and up-to-date information to customers.
• Perform any other duties as assigned by the Branch Manager, contributing to the overall success of the branch.

Skills

Analytical thinking

Teamwork

Initiative

Managing performance

Customer orientation

Customer service

Communication

Education

High school diploma or equivalent

Degree in relevant field (preferred)

Tools

Banking software

Job description

Job Description:

CORE ACCOUNTABILITIES:

• Carries out all branch tasks ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate processes and procedures.
• Provides guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction always complying to the Staff Code of Conduct.
• Performs any other duties or tasks as required or instructed by the Line Manager to support the smooth operation of the branch.
• Conform to the requirements of BCM. Maintains awareness of the branch Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.
• Be the custodian of the deliverables – Debit cards, Credit Cards, Digital Access Cards, Statements, Digital Banking User ID, Cheque Returns, Balance transfer, Credit card cheque, Loan on Card Cheque, Liability Certificate, Foreclosure Letter, Police Letters, IBAN Letter, Reference Letter, Balance Confirmation Letter, Account Closure Letter and Cheque Book.
• Adhere to the Service Standards of the Bank and be fully compliant with it.
• Digital Migration is a key to the role and needs to migrate customers to digital channel.
• Performs assigned service tasks and ensures adherence to timescales with utmost accuracy whilst providing excellent customer service and adhering to all appropriate process and procedures and enables department to achieve high performance standards without compromising on quality.
• Performs the branch tasks under supervision of the Line Manager to support the smooth operation of the branch.
• Ensure adherence to departments policy, procedures, standards, reporting requirements, and relevant regulatory and statutory requirements whilst always complying to the staff code of conduct and providing excellent customer service.
• Identifies and acts on ways to improve working knowledge and skills and to be a team player and assist in the smooth operation of the department.
• Coordinates and monitors the implementation of identified initiatives as per implementation strategy and road maps defined for smooth delivery of project whilst coordinating and collating requests received by stakeholders for new projects.

PROBLEM SOLVING & COMPLEXITY:

• Perform tasks and duties under direct supervision, using well-defined policies and procedures. Work is reviewed by supervisor and offers very limited opportunity to exercise independent judgment and decision making.

INTERACTION:

• Interactions are to advise or counsel, to solve recurring and structured problems with individuals within or outside organization, or to plan or coordinate work efforts with other employees who are working toward common goals in situations where relationships are generally cooperative.
• Interactions are moderately structured and routine and may involve employees belonging to different business functions.

FRAMEWORKS, BOUNDARIES, DECISION MAKING AUTHORITY:

• Functions within the framework and boundaries of the Banks policies, Standard Operating Procdures as well as the overall organization and governance frameworks.

COMPETENCIES:

Behavioural Competencies:

• Analytical thinking
• Fostering teamwork
• Initiative

Functional Competencies:

• Managing performance
• Customer orientation

Responsibilities

• Greet and assist customers with a friendly and professional attitude, ensuring a positive first impression.
• Process customer transactions accurately and efficiently, adhering to service standards and guidelines.
• Cross-sell and promote bank products and services, identifying customer needs and offering suitable solutions.
• Maintain a thorough understanding of our product range to provide accurate information and advice to customers.
• Handle customer inquiries and complaints in a timely and effective manner, ensuring a high level of customer satisfaction.
• Ensure compliance with operational controls and procedures, maintaining a secure and controlled environment.
• Assist in maintaining an organized and tidy branch, contributing to a pleasant customer experience.
• Collaborate with colleagues to ensure smooth branch operations and a cohesive team environment.
• Stay updated with industry trends and bank initiatives to provide relevant and up-to-date information to customers.
• Perform any other duties as assigned by the Branch Manager, contributing to the overall success of the branch.

Qualifications

• High school diploma or equivalent; a degree in a relevant field is preferred.
• Minimum of 2 years of experience in a customer service role, preferably in a banking or financial institution.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong product knowledge and the ability to cross-sell effectively, with a focus on customer needs.
• Proficiency in using banking software and systems, with a basic understanding of banking operations.
• Ability to work independently and manage multiple tasks simultaneously, with a high level of organization.
• Customer-oriented mindset, with a passion for delivering exceptional service and a positive attitude.
• Willingness to learn and adapt to new products, services, and procedures as the bank evolves.
• Fluency in English is mandatory; proficiency in other languages, especially Arabic, is an advantage.
• Strong work ethic, with a commitment to maintaining high standards of service and professionalism.