Customer Service Representative - Branch Banking

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 78,120 - 111,600; Full time

Job summary

First Abu Dhabi Bank is seeking a Customer Service Representative - Branch Banking in Abu Dhabi. You will assist customers with in-branch transactions, open accounts, onboard products, handle requests and complaints, and guide clients through digital banking options.

Ideal candidates have at least 2 years in banking customer service or sales, with knowledge of FAB policies and regulatory requirements. Strong communication, accuracy, and a customer-first mindset are essential.

Qualifications

• Minimum 2 years in banking customer service or sales.
• Experience with account opening and loan/credit card applications.
• Ability to review documents for completeness and compliance.
• Familiarity with FAB policies and regulatory requirements.

Responsibilities

• Serve customers at branch level with accurate, timely sales and service support.
• Process account opening forms, service requests, after-sales transactions, loan and credit card applications.
• Review customer documents for completeness, accuracy, eligibility, and compliance with FAB policies.
• Promote and cross-sell FAB assets and liabilities to new and existing customers.
• Identify customer needs and recommend appropriate products or services.
• Generate product leads from walk-in customers, referrals, and outreach.
• Support branch and individual sales targets through needs-based recommendations.
• Maintain positive customer engagement to support NPS and service satisfaction.
• Handle queries and complaints, escalating complex issues when required.
• Educate customers on FAB digital channels and self-service options.

Skills

Branch customer service

Retail banking

Account opening

Product onboarding

Service request processing

Customer needs assessment

Cross-selling

Compliance awareness

Education

High school diploma

Higher education in Business/Finance/Banking

Job description

Customer Service Representative - Branch Banking

Location: Abu Dhabi, United Arab Emirates

Industry: Banking

Job Type: Full-time

Experience: Minimum 2 years in banking customer service or sales.

Overview

Customer Service Representative - Branch Banking in Abu Dhabi, United Arab Emirates is a customer-facing banking role focused on branch service support, account opening, product onboarding, customer requests, complaint handling, digital banking guidance, and compliant sales assistance. This opportunity supports First Abu Dhabi Bank (FAB) by helping customers complete banking transactions accurately, improving service satisfaction, promoting suitable banking products, and maintaining strict adherence to operational controls, regulatory requirements, and service standards.

Job Details

Country: United Arab Emirates

City: Abu Dhabi

Salary: 7000-10000 (Estimated salary range based on similar jobs in the city; please confirm the final offer with the employer)

Gender: Any

Nationality: Any

Core Duties

• Serve customers at branch level with accurate, timely, and professional sales and service support.
• Process account opening forms, service requests, after-sales transactions, loan applications, credit card applications, and related documentation.
• Review customer documents for completeness, accuracy, eligibility, and compliance with FAB policies.
• Promote and cross-sell suitable FAB asset and liability products to new and existing customers.
• Identify customer needs through branch conversations and recommend appropriate banking products or services.
• Generate product leads from walk-in customers, referrals, customer discussions, and personal outreach.
• Support branch and individual sales targets through ethical, needs-based product recommendations.
• Maintain positive customer engagement to support Net Promoter Score performance and overall service satisfaction.
• Handle customer queries, requests, and complaints professionally, escalating complex issues when required.
• Support complaint resolution within agreed timelines and ensure service issues are followed up properly.
• Process service requests in line with required turnaround times, accuracy standards, and SLA expectations.
• Maintain high mystery shopping scores by consistently following FAB branch service standards.
• Educate customers on FAB digital channels, self-service options, secure usage practices, and convenient banking alternatives.
• Explain product information, terms, conditions, charges, documentation requirements, and customer obligations clearly before agreements are signed.
• Maintain proactive communication with customers to build trust, loyalty, and stronger long-term relationships.
• Encourage customers to upgrade to higher-tier products or services where suitable and relevant.
• Ensure every customer transaction and document follows FAB policies, operational risk controls, and regulatory requirements.
• Follow information security procedures, including secure document handling, confidentiality, and clear desk discipline.
• Participate in mandatory compliance, operational, product, and service training programs.
• Treat compliance as a core requirement in every transaction, not as a performance target only.

Ideal Profile

• High school diploma is required.
• Higher education in Business, Finance, Banking, or a related discipline is preferred.
• Minimum 2 years of experience in banking, preferably in customer service, branch service, retail banking, or sales support roles.
• Good knowledge of banking products, services, customer documentation, onboarding requirements, and regulatory procedures.
• Experience with account opening, customer service requests, loan applications, credit card applications, and after-sales support is an advantage.
• Strong customer service attitude with the ability to manage queries, complaints, and service expectations professionally.
• Sales awareness with the ability to identify customer needs and recommend suitable banking solutions.
• Good communication skills with the ability to explain product details, terms, conditions, and next steps clearly.
• Strong attention to detail when reviewing applications, documents, customer records, and transaction information.
• Ability to work under branch KPIs, including NPS, complaint turnaround, service request timelines, and mystery shopping standards.
• Good understanding of compliance, operational risk, information security, and regulatory requirements in banking.
• Professional conduct, confidentiality, patience, and a positive approach to customer-facing work.

Skills Set

• Branch customer service
• Retail banking
• Account opening
• Product onboarding
• Service request processing
• After-sales transactions
• Loan application support
• Credit card application review
• Asset product cross-selling
• Liability product cross-selling
• Customer needs assessment
• Product lead generation
• Customer complaint handling
• Complaint resolution timelines
• Net Promoter Score
• Mystery shopping standards
• SLA adherence
• Digital banking guidance
• Self-service banking support
• Customer relationship management
• Banking documentation
• Terms and conditions explanation
• Regulatory compliance
• Operational risk controls
• Information security
• Clear desk discipline
• Secure document handling
• Customer communication
• Branch sales support

Why Join Us

This role is a strong opportunity for a banking customer service professional who wants to grow within Abu Dhabi's banking sector. The position offers exposure to branch operations, customer relationship management, sales support, digital banking education, product onboarding, compliance-led service delivery, and performance-based service standards. It is well suited for someone who enjoys helping customers, solving service issues, building trust, and supporting branch business growth through accurate and responsible banking service.

About the Company

First Abu Dhabi Bank (FAB) is one of the UAE's leading financial institutions, providing retail banking, business banking, corporate banking, investment banking, global markets, asset management, and digital financial services. In Abu Dhabi, FAB supports customers through professional branch service, secure banking processes, strong governance, and customer-focused solutions designed to build lasting financial relationships.