Retail Service Officer — Elevate Customer Experience

HSBC Global Services Limited; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

HSBC UAE is seeking a Retail Service Officer (UAE National role) based in Dubai to support frontline teams, handle customer queries and complaints, and ensure compliance with policies while driving service excellence and sales support.

You will work with multiple stakeholders, perform quality checks, assist with KYC tasks, and help resolve cases quickly to achieve First Contact Resolution targets.

Qualifications

• Experience handling customers via email, phone, and face-to-face when required.
• Knowledge of operating systems HUB, SFE, GWIS, MMX, AAPs, IQueue is a plus.
• Excellent command of spoken and written English.
• Customer-centric and ready to go the extra mile for service.

Responsibilities

• Contact customers on campaigns or support matters across channels.
• Meet customers face-to-face or contact for sales/service support.
• Support Sales & Service channels within Retail Banking and execute service requests.
• Execute activities to support frontline teams and resolve actions.
• Monitor discrepancies and investigate cases for quality and compliance.
• Ensure timely follow-ups on investigations, instructions, queries and complaints.
• Conduct quality checks on MMX and ensure policy adherence.
• Analyze root causes of staff complaints and coordinate with CX team.
• Track Buyout cases and maintain follow-up for documents from other banks.
• Handle additional tasks to support distribution channels.

Skills

Customer service

Communication skills

Problem solving

Sales support

Team collaboration

Attention to detail

Education

Bachelor's degree

Tools

HUB

SFE

GWIS

MMX

AAPs

IQueue

Job description

HSBC UAE is seeking a Retail Service Officer (UAE National role) based in Dubai to support frontline teams, handle customer queries and complaints, and ensure compliance with policies while driving service excellence and sales support.

You will work with multiple stakeholders, perform quality checks, assist with KYC tasks, and help resolve cases quickly to achieve First Contact Resolution targets.