Senior Customer Service Specialist – Trade Finance

Abu Dhabi Commercial Bank; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

Abu Dhabi Commercial Bank seeks a Senior Customer Service Specialist for its Group Business Services team. This role involves managing a team to deliver exceptional client service, ensuring adherence to service standards, and driving improvements in customer experience. The ideal candidate will possess relevant banking experience and a Bachelor's degree.

Benefits

Comprehensive Benefits Package

Flexible and Remote Working Options

Learning and Development Opportunities

Qualifications

• 5 years of experience in customer-facing roles in commercial or corporate banking.
• Strong transaction banking experience.

Responsibilities

• Lead and manage a team to provide best-in-class service.
• Oversee customer requests and support queries.
• Ensure adherence to service standards and SLAs.

Skills

Customer service

Team management

Problem solving

Education

Bachelor’s Degree in Business, Accounting, or Finance

Job description

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Senior Customer Service Specialist – Trade Finance

Date: Jul 9, 2025

Description:

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include :

• To lead and manage a team of service and support Specialists to provide best-in-class Group Business Services (GBS) client experience first level support to customer facing employees, taking ownership of GBS customer requests in-line with the agreed Service Level Agreements (SLAs) and standards in order to achieve customer experience targets and taking accountability of all service related matters for the clients and internal stakeholders of GBS
• Oversee and manage customer requests, support customer queries/complaints in order to deliver on service metrics, review and analyse results, implementing changes, deliver on service standards and achieve quarter on quarter improvement in Net Promotor Scores (NPS) scores.

• Ensure all RMs for the assigned portfolio are adequately covered, based on the volume of work and requirements from the front-end team to ensure SLAs, turnaround times (TATs) and service standards are met

• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance

• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

The ideal candidate should have the following experience:

• At least 5 years of experience within a customer facing front end function in commercial or corporate banking and Transaction Banking experience
• Bachelor’s Degree in Business, Accounting or Finance

What we offer:

• Comprehensive Benefits Package : This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

• Flexible and Remote Working Options : We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

• Learning and Development Opportunities : We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.