Service Officer, Client Excellence ( UAE National

Service Officer, Client Excellence ( UAE National )

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Provides effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries and requests received by walk‑in customers related to Trade, Payments or other account services. Supports daily operational duties such as document preparation, letter creation, and asset reconciliation/balancing.

• Operate in full compliance with Service Desk SOP and guidelines.
• Handle walk‑in customers efficiently and ensure high satisfaction.
• Process original applications and documents, ensuring accurate entry into EDMS/Open Text and follow‑up until completion.
• Maintain custody of all original documents and reconcile recipient delivery.
• Prepare and provide trade/non‑trade statements, reports, and letters in line with SOP.
• Manage inventory of chequebooks, cheque returns, statements and related items.
• Prepare daily, weekly & monthly operational reports for the Service Desk.
• Issue guarantees with 100% cash margin over the counter.
• Liaise with Institutional and Corporate Banking, Operations and other departments to resolve queries first time.
• Act as the first point of contact for customer information requests (account statements, transaction advices, etc.).
• Manage the QMatic system and ensure proper ticketing of walk‑in customers.
• Respond to service desk emails within required timelines.
• Promote CBD products and digital solutions to customers via handouts and digital platforms.
• Ensure proper use of Inter‑Branch Mail and liaise with other branches for information exchange.
• Maintain compliance with authentication agreements and bank policies.

• Support IBG/CBG teams and Back Office Units as requiredli>
• Provide appropriate solutions to enhance customer satisfaction.
• Log all complaints in CRM and route to Complaints Handling Unit.
• Stay updated on bank policies, products and services.
• Record customer suggestions in CRM for analysis and action.

• Take active interest in self‑development and competence enhancement.
• Assist in the smooth transition of new entrants, providing training on operating procedures and systems.

• University graduate, preferably in a commercially oriented discipline.
• 3–4 years of corporate client service experience.
• Familiarity with banking technology applications such as CRM and payment platforms.

• Seniority level: Not Applicable
• Employment type: Full‑time
• Job function: Other (Banking)
• Location: Abu Dhabi, United Arab Emirates