Dubai Customer Experience & Cross-Sales Specialist

ADIB Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in Dubai is seeking a Customer Support Specialist to provide exceptional customer service, assist with inquiries, and offer relevant banking products. The ideal candidate will have strong knowledge of banking practices and a proactive approach to customer engagement. This role combines helpdesk support and customer relationship responsibilities within a dynamic branch environment.

Qualifications

• Experience in customer service roles, preferably in banking.
• Strong communication skills and customer-focused approach.
• Ability to work in a fast-paced environment.

Responsibilities

• Provide prompt and efficient service to all walk-in customers.
• Respond to customer inquiries and resolve issues effectively.
• Proactively identify customer needs and offer products/services.

Skills

knowledge of ADIBs Retail & institutional Banking products & services

knowledge of ADIBs Operational Policies & Procedures

Knowledge of UAE banking practices regulations & risks

Thorough Knowledge of all the Regulations issued by Central Bank of UAE

Fair knowledge of service standards

Knowledge of Cross Sales

Computer skills

Job description

Description

Role : Customer Support Specialist
Location : RB- Dubai Region
Role Purpose:
Customer Support Specialist role focus on providing exceptional Customer Service identify and meeting customer needs and contribution to the overall success of ADIB Branch. This role is a combination between Helpdesk & CRO under Branch development concept.

Key Accountabilities of the role
Provide prompt and efficient service to all walk-in customers

Respond to Customer inquiries concerns and resolve issues effectively & efficiently

Proactively identify customer needs and proactively offer relevant Products and Services as below

Finance:

• Liability Onboarding
• Covered Card

Services:

• Debit Card Inquires
• Accounts General Inquiries
• Sending SMS to customer
• Police Letter Returned Cheques
• Dispute Services
• Standing order Setup/Cancellation/Amendment
• Funds Transfer/ Telex Transfer
• Installment Postponement
• Certificate Issuance
• E-Statement Issuance
• Returned Cheque Services (Receive Deliver and send to CCU)
• Debit Card & CHQ Book Services (Receive Deliver and Destruct)

Assets Sales activities to be nominal during 2025 and any targets or incentive will be discussed/agreed separately

Perform any other responsibilities entrusted by Branch management from time to time.

Specialist Skills / Technical Knowledge Required for this role:

Specialist Skills / Technical Knowledge Required for this role:

knowledge of ADIBs Retail & institutional Banking products & services

knowledge of ADIBs Operational Policies & Procedures

Knowledge of UAE banking practices regulations & risks

Thorough Knowledge of all the Regulations issued by Central Bank of UAE

Fair knowledge of service standards

Knowledge of Cross Sales

Computer skills