Officer - Customer Services Retail

National Bank of Fujairah; Fujairah City; On-site; AED 80,000 - 100,000; Full time

Job summary

A prominent bank in Fujairah seeks an Officer - Customer Services Retail to manage Teller operations, ensuring compliance with regulations and quality customer service. Responsibilities include cash handling, staff supervision, and ensuring efficient branch operations. The ideal candidate has over 3 years of experience in a financial institution and strong leadership skills. The role offers opportunities for professional development and a collaborative work environment.

Qualifications

• 3+ years’ experience in a financial institution, including 2 years as a Teller.
• Thorough knowledge of counter related functions and cash management.
• Skills in supervising and training junior staff.

Responsibilities

• Manage the Teller area to ensure compliance with regulations.
• Handle daily cash processes and resolve discrepancies swiftly.
• Assist in the development and appraisal of team members.

Skills

Counter related functions

Cash management

Clearing & Collection

Drafts & Remittances

System & Process knowledge

Leadership & supervisory Skills

Education

Degree / Diploma (2 years) or equivalent

Job description

Job Title: Officer - Customer Services Retail

Posting Start Date: 17/09/2025

Job Purpose

• To effectively manage the Teller area ensuring compliance with the Bank’s rules and the UAE regulatory standards whilst ensuring the delivery of quality customer service and achieving accurate and timely completion of work.
• Ensure adherence by counter staff to policies and processes whilst striving to minimize operational losses.
• Responsible to monitor & control of the AML awareness & update the branch manager with the latest AML guidelines.

Key Accountabilities

• To manage the daily cash handling processes and verifies the cash held in the vault, individual tellers. Any discrepancies identified must be investigated and resolved the same day and highlight to the Branch Manager.
• Motivate, develop, appraise and maintain regular communication with, team members with a view to ensuring that their individual and collective performance is of the required standard.
• To manage the overall cash position on the premises to ensure that the level is neither excessive nor deficient, in relation to the limits set by the Bank.
• Ensure that at any point in time, the cash position is within the branch’s insurance limit and in case any increase in the cash limit to be referred to the concerned (Finance via the Head of Operations and IT).
• To ensure the timely replenishment of stationery and cash so that customers are not adversely affected.
• Monitor the proper functioning of any ATMs attached to the branch, ensuring that any breakdowns are rectified as soon as is practically possible.

Other Accountabilities

• Regularly carry out capacity planning reviews to ensure that the number of tellers in the branch is commensurate with the level of business so that there is no deterioration in the turnaround time for customers.
• Respond to internal and external customers’ queries promptly and courteously always providing adequate clarification on the information being given.
• Set Objectives for direct reports, monitor their individual service turnaround times and error rates, do their regular appraisals, maintaining appropriate data for this purpose.
• Act as a source of expertise to team members particularly new staff who might require technical assistance in addition to providing on-the-job training, coaching and counselling to direct reports as well as ensuring that proper infrastructure is available to all tellers to perform their duties.
• Undertake other duties at similar, lower or at a higher level, as required, when requested by line/senior management, as well as assist other branches in case of need (Team work);
• Immediate escalation to the Branch Manager of any breach, risk or loss event suspected.
• To keep abreast with Central Bank Regulations with regard to counter transactions.
• Custodian of keys that kept in other banks, monitoring & controlling by following the bank security policy.
• Providing the branch Manager the daily changes report including all maintenance activities done in the branch (customer information updates, Opened & closed Account, loans disbursals, etc.)
• Print out the daily reports as requested by the branch manager for monitor & control purpose.
• Cross sell the customers by offering our products & services, especially & liability products and refer to the OCR / MCR for further processing.
• To make sure that all operations activities in the branch level have been completed / monitored with ZERO error like (Out clearing, In-house clearing, passing the vouchers, Charges for retail taken, etc)
• Receives / accepts all remittance applications (retail / wholesale) and forward them to the relevant department and making sure that these applications have been processed by End Of the Day.

Education

Degree / Diploma (2 years)/Intermediate level (or equivalent) Advance level credit course with an International Bank or Recognised External Rating Agency

Experience and Skills

Work Experience

• 3 years’ experience in another financial institution & minimum of 2 years as a Teller’s role dealing in counter transactions with supervisory skills.

Skills

• The job holder should have thorough knowledge of :

1. Counter related functions
2. Cash management
3. Clearing & Collection
4. Drafts & Remittances
5. System & Process of the area
6. Fair knowledge of RBG products
7. Leadership & supervisory Skills

Technical Competencies

Compliance- Retail Banking- Proficient Customer Service - Retail Banking- Proficient Sales- Retail Banking- Basic Product Knowledge- Retail Banking- Basic Core and Regulatory Banking Systems-Retail Banking- Proficient Process improvement- Retail Banking- Basic

Behavioural Competencies

Change and Innovation - Basic Communication - Basic Evaluating and Solving Challenges - Basic Results Orientation - Basic Working and collaborating with others - Basic