Officer Customer Service - First Bank UAE

Position Overview

Officer Customer Service - First Abu Dhabi Bank - Abu Dhabi, UAE. This role supports First Abu Dhabi Bank’s retail banking operations by delivering exceptional customer service, handling day‑to‑day service requests, resolving inquiries, and driving sales of banking products. The position plays a key role in enhancing customer satisfaction, supporting digital adoption, and meeting branch‑level sales and service targets.

Country: UAE

City:
Abu Dhabi

Industry: Banking

Function:
Customer Service

Salary:  monthly (Market estimated)

Gender: Any

Candidate Nationality:
Any

Job Type: Full‑time

• Actively sell and cross‑sell asset and liability products to new and existing customers.
• Prepare, assess, and recommend loan applications and maintenance requests.
• Process customer service requests such as account opening, online banking activation, and related services.
• Educate customers on automated banking channels including ATM, call centre, and online banking.
• Attract new customers through referrals and personal networks.
• Participate in daily retail sales meetings and meet assigned individual sales targets.
• Achieve monthly targets for onboarding customers to online and mobile banking platforms.
• Ensure high levels of customer satisfaction and support achievement of NPS targets.
• Respond to inquiries forwarded from the call centre and resolve issues promptly.
• Collaborate with branch colleagues and other internal stakeholders to ensure smooth service delivery.
• Complete mandatory training programs to stay updated on FAB products, services, and compliance requirements.
• Adhere to all internal and external bank policies, processes, and regulatory guidelines.

• High school diploma or equivalent; additional education is an advantage.
• Minimum two years of relevant banking sector experience.
• Strong knowledge of bank products, customer service procedures, and digital banking channels.
• Excellent communication, interpersonal, and customer‑handling skills.
• Strong sales acumen with the ability to achieve targets in a fast‑paced environment.
• Problem‑solving ability, attention to detail, and strong follow‑through.
• Proficient in CRM systems and customer service tools.
• Tech‑savvy with the ability to guide customers on mobile and online banking.
• Empathetic, professional, and able to collaborate effectively within a team.
• Flexible and adaptable to changing customer needs and operational requirements.

• Customer support and complaint handling
• Cross‑selling and sales generation
• Loan processing and service requests
• Digital channel onboarding
• Documentation and CRM updates
• NPS and customer experience management
• Team collaboration
• Problem solving and communication

• Be part of a high‑performance customer service team at the UAE’s largest financial institution.
• Build strong skills in retail banking, digital servicing, and frontline customer engagement.
• Support FAB’s customer‑first strategy while growing your career in a dynamic banking environment.

First Abu Dhabi Bank is one of the world’s most trusted and secure financial institutions, known for customer‑centric service, operational strength, and a culture that empowers employees to succeed. FAB invests in people, technology, and innovation—ensuring every team member plays a meaningful role in delivering exceptional banking experiences.