Customer Service Officer - UAE National

RAKBANK; Abu Dhabi; On-site; AED 70,000 - 100,000; Full time

Job summary

RAKBANK in Abu Dhabi is seeking a branch-focused professional to deliver outstanding customer service and support daily operations. The role emphasizes accuracy, adherence to procedures, and guidance to customers navigating banking services, including digital channel adoption.

The successful candidate will follow the bank's policies and participate in continuity planning while maintaining professional conduct and teamwork across functions.

Qualifications

• Strong customer service orientation with attention to detail.
• Ability to follow processes, procedures and staff codes of conduct.
• Willingness to migrate customers to digital channels.

Responsibilities

• Carry out branch tasks with high accuracy and timeliness while delivering excellent customer service.
• Advise and assist customers to resolve queries, ensuring satisfaction and compliance.
• Support branch operations under supervision to ensure smooth delivery of services.
• Adhere to BCM requirements and branch policies, contributing to business continuity.
• Handle and safeguard bank documents and digital access items for customers.
• Promote digital banking adoption and assist customers in using digital channels.
• Contribute to achieving high-performance standards without compromising quality.

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 Procedures as well as the overall organization and governance frameworks.

COMPETENCIES:

• Behavioral competencies: Analytical thinking, fostering teamwork, initiative
• Functional competencies: Managing performance, Customer orientation

Requirements: