Customer Service Officer - Branches (Emiratised Role)

About the Role

As a Customer Service Officer, you will play a key role in delivering exceptional service to customers across our branch network. You'll ensure smooth service delivery, uphold operational controls, support sales activities, and promote digital migration-all while maintaining the highest standards of compliance and professionalism. This role sits within our Retail Banking Division & reports to Branch Operations Manager.

What You'll Be Doing Customer Service & Operations

• Deliver excellent customer service to both external and internal customers, ensuring tasks are completed accurately and within set timelines.
• Provide guidance, advice, and solutions to customer queries in line with the Staff Code of Conduct.
• Act as custodian for key deliverables such as debit/credit cards, cheque books, account letters, digital access cards, and related customer documents.
• Support the smooth daily operation of the branch by performing assigned tasks under the supervision of the Line Manager.

Compliance & Process Adherence

• Ensure full adherence to bank policies, SOPs, service standards, and regulatory requirements.
• Maintain awareness of the branch's Business Continuity Plan (BCM) and take appropriate action during disruptions.

Digital & Service Efficiency

• Drive digital migration, encouraging customers to adopt digital banking channels.
• Monitor and coordinate initiatives, supporting streamlined service delivery and contributing to departmental performance.

Teamwork & Continuous Improvement

• Collaborate with colleagues across functions to achieve shared goals.
• Identify opportunities to improve processes, enhance knowledge, and strengthen team performance

What We're Looking For

Education: Bachelor's degree in any related field

Experience: Minimum 3 years' experience in a Customer Service role

Skills

• Analytical Thinking
• Teamwork & Collaboration
• Customer Orientation
• Ability to work with defined policies and procedures
• Strong commitment to accuracy, compliance, and service excellence
• Effective communication skills with the ability to advise, support, and collaborate with colleagues and customers
• Ability to handle structured and routine interactions professionally