Service Champion - Branch Customer Service

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 40,000 - 56,000; Full time

Job summary

First Abu Dhabi Bank is seeking a Service Champion for an on-site branch role in Abu Dhabi, UAE. The candidate will deliver high-quality customer service, understand the purpose of each branch visit, resolve or direct requests, and assist customers with FAB's digital and self-service channels.

The role emphasizes accurate, secure, and compliant customer interactions, collaboration with branch staff, and lead generation opportunities within a banking environment.

Qualifications

• High school graduates with at least 2 years in a banking environment.
• Familiar with banking products and customer service principles.
• Maintains confidentiality and follows bank policies and procedures.

Responsibilities

• Welcome customers, understand their needs, and provide guidance on available services.
• Assist customers with deposits, withdrawals, and other branch transactions while ensuring accuracy.
• Guide customers to FAB’s digital and self-service channels when appropriate.
• Identify potential sales leads and support cross-selling while maintaining compliant interactions.

Skills

Customer service

Banking knowledge

Attention to detail

Education

High school diploma

Tools

Computer skills

Job description

Service Champion - Branch Customer Service Job Snapshot

Role: Service Champion

Location: Abu Dhabi, UAE

Industry: Banking

Function: Customer Support-Client Care

Experience: Minimum 2 years

Job Type: Full Time

First Abu Dhabi Bank (FAB) is seeking a Service Champion for an on-site branch role in Abu Dhabi, UAE. The position is focused on delivering a high standard of customer service, understanding the purpose of each branch visit, resolving or directing customer requests, and helping customers use FAB 's digital and self-service banking channels where appropriate. The Service Champion also identifies potential sales leads while maintaining accurate, secure, and compliant customer interactions.

Job Details

Country: UAE

City: Abu Dhabi

Industry: Banking

Function: Customer Support-Client Care

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full Time

Work Arrangement: On-site

Customer Experience

The Service Champion represents FAB 's Customer First approach from the moment a customer enters the branch. The role involves welcoming customers, understanding their requirements, providing accurate guidance, and working with the wider branch team to create an efficient and positive customer experience.

• Welcome customers visiting the branch and create a professional first impression.
• Engage with customers to understand the purpose of their visit and determine the appropriate service channel.
• Support queries and requests involving deposits, withdrawals, cheque clearing, demand drafts, e-statements, banking letters, foreign exchange, and related services.
• Provide guidance on accounts, credit cards, loans, e-dirham, fixed deposits, and customer documentation.
• Give customers accurate information about relevant FAB products and services.
• Follow FAB 's Customer First methodology and work toward high customer experience standards with minimal complaints.
• Collaborate with branch colleagues and share effective customer-service practices.

Digital Banking Support

A central part of the position is supporting digital migration and helping customers become comfortable with FAB 's digital and self-service channels. Where a requested service is available digitally, the Service Champion will guide customers toward FAB Mobile and explain relevant features and benefits. Customers should also be directed to ATMs and CDMs when their transactions can be completed through these channels. This includes educating customers about available self-service functionality such as updating Emirates ID details, mobile numbers and email addresses, making cash deposits and withdrawals, and depositing cheques.

Lead Generation and Service Performance

• Develop sufficient product and service knowledge to identify relevant customer opportunities.
• Capture potential leads through appropriate cross-selling opportunities.
• Work toward assigned referral targets.
• Support achievement of assigned Net Promoter Score targets by consistently applying FAB 's service standards.
• Generate leads when suitable opportunities arise during customer interactions.
• Prevent income leakage when processing transactions.
• Maintain accurate customer interactions and transaction processing.

Operational Controls and Compliance

• Process transactions accurately and in accordance with applicable compliance, audit, risk, and transaction policies.
• Handle customer information and documentation securely in accordance with FAB 's Information Security Policy.
• Maintain a high level of confidentiality when working with customer information.
• Complete mandatory training within required timelines.
• Operate within Group policies and the bank 's organisational and governance frameworks.
• Follow applicable regulatory requirements.
• Exercise decision-making authority only within the approved authorization matrix.
• Complete duties and responsibilities assigned by branch management.

Collaboration

The Service Champion works closely with branch colleagues, internal stakeholders, and other FAB departments and units. Professional and respectful collaboration is expected when resolving customer requests, coordinating services, sharing information, and supporting the overall performance of the branch.

Qualifications and Experience

Candidates should be high school graduates and have a minimum of 2 years of relevant banking-sector experience. The role requires familiarity with banking products, customer experience practices, and related policies and procedures. Candidates should understand customer service principles, possess relevant computer skills, demonstrate attention to detail and numerical accuracy, and be capable of maintaining a high level of confidentiality.