UAE National: Frontline Banking Service & Support Officer

HSBC; Dubai; On-site; AED 100,000 - 167,000; Full time

Job summary

HSBC Tower in Dubai seeks a Retail Service Officer (UAE National). You will support frontline teams, handle customer inquiries, and drive service excellence while ensuring compliance and process improvements to enhance the customer experience.

The role requires English proficiency, a graduation degree, and willingness to operate across multiple channels including email, phone, and face-to-face interactions.

Qualifications

• Experience handling customers via email, phone, or in person when required.
• Knowledge of HUB, SFE, GWIS, MMX, AAPs and IQueue is a plus.
• Excellent command of English, both spoken and written.
• Customer-centric with willingness to go the extra mile for service.
• Graduation degree is essential for UAE visa/work permit eligibility.

Responsibilities

• Handle customer queries and complaints across channels with frontline teams.
• Support sales and service activities for Retail Banking channels.
• Ensure process compliance, governance and timely follow-ups on actions.
• Investigate discrepancies and drive First Contact Resolution targets.
• Collaborate with stakeholders to improve customer experience and efficiency.

Skills

Customer service

Communication

Problem solving

Team collaboration

English proficiency

Education

Graduation degree

Tools

HUB

SFE

GWIS

MMX

AAPs

IQueue

Job description

HSBC Tower in Dubai seeks a Retail Service Officer (UAE National). You will support frontline teams, handle customer inquiries, and drive service excellence while ensuring compliance and process improvements to enhance the customer experience.

The role requires English proficiency, a graduation degree, and willingness to operate across multiple channels including email, phone, and face-to-face interactions.