Customer Service Officer - Liabilities Support - First Abu Dhabi Bank (FAB) - Dubai, UAE

First Abu Dhabi Bank; Dubai; On-site; AED 133,920 - 178,560; Full time

Benefits offered by this job

Competitive tax-free salary

Performance-based incentives

Career advancement opportunities

Collaborative work environment

Access to professional learning programs

Job summary

First Abu Dhabi Bank (FAB) in Dubai is seeking a Customer Service Officer - Liabilities Support to provide operational and service support. Responsibilities include managing customer communications, acting as a liaison for service resolutions, and ensuring compliance with banking policies.

The ideal candidate should have a Bachelor’s degree in a relevant field and a minimum of 3 years’ experience in retail banking. This role offers a competitive tax-free salary and opportunities for career advancement.

Qualifications

• Minimum 3 years of experience in retail banking with strong local market knowledge.
• Hands-on experience in customer support, service operations, or process governance.
• Excellent communication and interpersonal skills with a client-centric mindset.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage end-to-end customer communication processes to ensure high service standards.
• Act as a liaison between Relationship Managers, branches, and clients for service resolutions.
• Ensure timely handling of customer requests, complaints, and escalations.
• Support onboarding and KYC process by ensuring all client documentation is complete.

Skills

Customer service and support management

Retail banking operations and KYC compliance

Process improvement and service quality assurance

Relationship management and communication

Issue resolution and escalation handling

Data accuracy and attention to detail

Education

Bachelor's degree in Business, Finance, or a related discipline

Tools

Microsoft Office

Core banking systems (e.g., T24, CRM)

Job description

Position Overview

First Abu Dhabi Bank (FAB), the #1 bank in the Middle East and one of the most prestigious financial institutions in the region, is seeking a Customer Service Officer - Liabilities Support to join its Retail Banking Division in Dubai. The ideal candidate will provide operational and service support to Relationship Managers and Area Managers, ensuring exceptional customer experiences and compliance with banking policies. This role offers the opportunity to be part of a world‑class organization that values innovation, integrity, and professional growth.

Job Details

Country: UAE
City: Dubai
Industry: Banking
Function: Customer Support-Client Care
Salary: 12000‑16000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

Customer Experience and Support

• Manage end‑to‑end customer communication processes to ensure high service standards.
• Act as a key liaison between Relationship Managers, branches, and clients for all service and query resolutions.
• Ensure timely handling of customer requests, complaints, and escalations while maintaining professionalism and empathy.
• Respond to inbound calls redirected from branches or call centers and provide accurate information and resolutions.
• Coordinate with process owners and internal stakeholders to maintain high Net Promoter Scores (NPS) and achieve benchmark service quality ratings.
• Support the onboarding and KYC process by ensuring all client documentation is complete and processed within agreed SLAs.
• Handle issuance of liability and no‑liability letters, settlement coordination, and charge reversals where applicable.
• Assist clients with special banking needs, such as high‑value withdrawals, foreign currency requests, and cheque clearing coordination.
• Provide account statements, transaction tracking, and other service requests accurately and promptly.

Process Improvement and Governance

• Evaluate existing business processes, identify bottlenecks, and recommend efficiency improvements.
• Integrate customer feedback and insights into actionable service improvement plans.
• Conduct root‑cause analysis of recurring service issues and propose preventive measures.
• Coordinate with compliance and operations teams to ensure adherence to AML, KYC, and FAB risk control policies.
• Ensure customer‑related documentation and transactions are managed according to audit and compliance standards.

Relationship and Internal Collaboration

• Support Relationship Managers and Area Managers in servicing key liability customers and maintaining portfolio satisfaction.
• Work collaboratively with branch, operations, technology, and compliance departments to deliver seamless customer service.
• Communicate updates, process changes, and customer concerns effectively across teams.

Job Context and Performance Indicators

• Maintain consistent turnaround times (TAT) and service level agreements (SLA) across all customer transactions.
• Enhance customer satisfaction and loyalty through proactive engagement and professional service delivery.
• Uphold FAB's reputation as a customer‑first institution by ensuring operational excellence and policy adherence.

Ideal Profile

• Bachelor's degree in Business, Finance, or a related discipline.
• Minimum 3 years of experience in retail banking with strong local market knowledge.
• Hands‑on experience in customer support, service operations, or process governance.
• Sound understanding of retail banking products, compliance requirements, and operational frameworks.
• Excellent communication and interpersonal skills with a client‑centric mindset.
• Strong analytical and problem‑solving abilities.
• Proficiency in Microsoft Office and core banking systems (e.g., T24, CRM, or similar platforms).
• Proven ability to work effectively under pressure and manage multiple priorities.

Skills Set

• Customer service and support management
• Retail banking operations and KYC compliance
• Process improvement and service quality assurance
• Relationship management and communication
• Issue resolution and escalation handling
• Data accuracy and attention to detail

Why Join Us

• Be part of the Middle East's leading financial institution with a global footprint.
• Competitive tax‑free salary with performance‑based incentives.
• Career advancement opportunities within FAB's robust development framework.
• Collaborative, inclusive, and innovative work environment.
• Access to continuous professional learning and leadership development programs.

About the Company

First Abu Dhabi Bank (FAB) is the UAE's largest bank and one of the world's safest and most secure financial institutions, offering an extensive portfolio of personal, corporate, and investment banking solutions. Headquartered in Abu Dhabi with a strong international presence, FAB is dedicated to driving sustainable growth through innovation, integrity, and customer excellence. Joining FAB means contributing to a culture built on trust, collaboration, and continuous advancement.