banking customer service

Dicetek LLC

Call Center Agent - Emirati Fresh Graduate <p>We are seeking customer-focused and professional Call Center Agents to join our banking team. The role is responsible for handling inbound and outbound calls, assisting customers with their banking needs, resolving queries, and ensuring excellent customer service while adhering to bank policies and compliance standards.</p> Responsibilities <ul> <li>Handle inbound and outbound calls from customers in a professional and courteous manner.</li> <li>Respond to inquiries related to accounts, transactions, products, and services.</li> <li>Assist customers with digital banking platforms, card services, and loan queries.</li> <li>Record and escalate unresolved issues to the appropriate department.</li> <li>Maintain accurate records of customer interactions in the system.</li> <li>Ensure compliance with banking regulations, policies, and security protocols.</li> <li>Promote bank products and services when appropriate.</li> <li>Meet defined service level agreements (SLAs) and performance targets.</li> </ul> Qualifications & Skills <ul> <li>Bachelor's degree or diploma (preferably in Business, Finance, or related field).</li> <li>Previous experience in a call center or customer service role (banking experience preferred).</li> <li>Strong communication and active listening skills.</li> <li>Ability to handle high call volumes with patience and professionalism.</li> <li>Basic knowledge of banking products and services.</li> <li>Proficiency in MS Office and CRM/call center systems.</li> <li>Multilingual skills (Arabic & English preferred).</li> <li>Strong problem-solving skills and attention to detail.</li> </ul> Job Details <ul> <li>Seniority level: Not Applicable</li> <li>Employment type: Full-time</li> <li>Job function: Other</li> <li>Industry: IT Services and IT Consulting</li> </ul>

Call Center Agent - Emirati Fresh Graduate

Sharjah Islamic Bank

Careers for a Changing World of Islamic Banking. Customer Service Manager <p>Posted On 12 Sep, 2025</p><p>Type Permanent</p><p>Job Category Retail Banking - Branches</p><p>Job Purpose:</p><p>The Customer Service Manager will be primarily responsible for providing high-quality support to walk-in customers, assisting them with the use of digital channels (including MFK and the mobile app), monitoring the queuing system, and ensuring that all customers are attended promptly and efficiently.</p><p><strong>KEY ACCOUNTABILITIES:</strong></p><p>Customer Service:</p><ul><li>Provide high-level customer service and ensure a smooth and efficient customer experience.</li><li>Attend to and resolve issues and complaints that arise with customers. Refers to higher supervision in cases required.</li><li>Liaises with Head Office on behalf of customers to ensure follow up and timely processing of their complaints, problems, etc.</li><li>Promote and encourage the use of digital banking solutions available within the branch to enhance service efficiency.</li><li>Identify and address bottlenecks that may affect customer wait times, implementing solutions to improve service flow.</li><li>Monitor and report any technical issues or malfunctions related to ATMs or Multi-Function Kiosks (MFKs) within the branch.</li><li>Ensure all customers are attended to in a timely and satisfactory manner, maintaining service quality standards</li></ul><p>Consumer Protection:</p><p>Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedback, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.</p><p>The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices</p><p>Adhere to all bank's policies and procedures.</p><p><strong>Qualifications, Experiences & Technical Skills:</strong></p><ul><li>Minimum Experience: 1-2 years experience in the same function</li><li>Language Skills: Arabic & English (Proficient)</li><li>Computers/ Systems / Software Skills: Good command of MS Office</li></ul><p>Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.</p><p>The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.</p>

Customer Service Manager, Dubai & Sharjah

Emirates NBD

<div><p><b>About ENBD<br>
</b></p><p></p><p>Emirates NBD is a market leader across the MENAT (Middle East, North Africa and T&uuml;rkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate &amp; institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.<br>
</p><p></p><p><b>Job Overview:
</b></p><p>As a <b>Customer Service Representative &ndash; Business Banking </b>at Emirates NBD, your role is to improve Business Banking customers&rsquo; experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints.<br>
</p><p></p><p><b>Key Responsibilities:
 </b></p><ul><li>Assist RMs to all type&rsquo;s requests assigned to them for effective resolution/TAT.
</li><li>Forward all requests received through emails from RMs and various internal departments.
</li><li>Strive to achieve high results of CSAT for the respective RM.
 </li><li>Receive all types of Service Requests assigned to center.
</li><li>Investigate and identify appropriate resolution
</li><li>Ensure reduction of errors while performing transaction on BPM and Tracksoft.
</li>Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units.<br>
<li>
</li></ul><p></p><p><b>Skills and Experience:
 </b></p><ul><li>2 years in banking experience preferably in customer service role.
</li><li>Knowledge of system (CRM, Finnacle, Finnone etc), policies and processes.
</li>Excellent oral and written communication skills.<br>
<li>
</li></ul><p></p><p><b>There&rsquo;s never been a better time to join Emirates NBD.
</b></p><p>We&rsquo;re one of the region&rsquo;s most recognisable brands. We&rsquo;re banking innovation leaders. We&rsquo;re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.<br>
</p><p></p><p>At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.
</p><p>#LI-LA1</p></div>

Customer Service Representative | Dubai

Qatar National Bank

<div></div><div><div><ul><li><div><b>Business Unit</b>
</div><div>QNB - Qatar
</div></li><li><div><b>Division</b>
</div><div>Retail Banking
</div></li><li><div><b>Department</b>
</div><div>Retail Banking
</div></li><li><div><b>Location</b>
</div><div>Doha, Qatar
</div></li><li><div><b>Closing Date</b>
</div><div>20-Nov-2026
</div></li></ul></div><div><div><h5 class="jobSectionHeader"><b>About QNB</b></h5>
<p>Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.</p>
<p>QNB Group&rsquo;s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.</p>
<p>QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.</p>
<p>Based on the Group&rsquo;s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.</p>
<p>QNB Group has an active community support program and sponsors various social, educational and sporting events.</p>
</div></div><div><div><div><h5 class="jobSectionHeader"><b>Job Purpose Summary</b></h5>
</div><div><p>The incumbent is primarily responsible to support the Customer Relationship Executives / Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.</p>
</div></div><div><div><h5 class="jobSectionHeader"><b>Essential Duties &amp; Responsibilities by Dimensions</b></h5>
</div><div><p><b>A. Shareholder &amp; Financial:</b></p><ul><li>Ensure complete support to their respective Customer Relationship Managers and Executives in handling customer day-to-day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer acquisition.</li><li>Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.</li><li>Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.</li><li>Implements KPI&rsquo;s and best practices for Associate, QNB First Customer Service</li><li>Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.</li><li>Act within the limits of the powers delegated to the incumbent.</li></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.</li><li>Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
</li><li>Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign</li><li>Provide &ldquo;service excellence&rdquo; for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.</li><li>Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer's issues and challenges.</li><li>Provide information about suitable products and services offered by the Group and identify cross selling opportunities.</li><li>Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.</li><li>To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.</li><li>Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.</li><li>Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.</li><li>Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.</li></ul><p></p><p><b>
C. Internal (Processes, Products, Regulatory):</b></p><ul><li>Work in shifts that are either morning plus evening or together within the approved timing as per the banks policies.</li><li>Work with the QNB First Relationship Managers and other managers to identify gaps in the QNB First service.</li><li>Work with the Customer Relationship Executives and Managers to solve problems that might arise from complaints and difficulties in customer communication.</li><li>Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB&rsquo;s published service quality.</li><li>Assist customers in filling all required QNB documents such as various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.</li><li>Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.</li><li>Maintain QNB First customer&rsquo;s personal information data and enquiry list under-control using tracking system(s).</li><li>Maintain QNB First customer service area files, database, records, registers and logs under control.</li></ul>
</div></div><div><div><h5 class="jobSectionHeader"><b>Education and Experience Requirements</b></h5>
</div><div><ul><li>Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
</li><li>No years of experience required</li></ul><p></p>
</div></div><div><div><h5 class="jobSectionHeader"><b>Note: you will be required to attach the following:</b></h5>
</div><div><div><ul><li>Resume/CV</li></ul>
<ul><li>Passport</li></ul>
<ul><li>QID</li></ul>
<ul><li>Education Certificate
</li></ul><ul><li>Birth Certificate</li></ul></div></div></div></div></div><div></div>

Associate QNB First Customer Service

bankfab

<p></p><div><ul><div>Full-time</div><div></div><div>
Sub Division: Commercial Banking</div><div>
Division: Personal, Wealth &amp; Business Banking</div></ul><div><div><div><div><h2 class="jobSectionHeader"><b>
Company Description</b></h2></div><div><div>
Now it&rsquo;s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We&rsquo;re looking for the brightest and best to help us reach our goals and we&rsquo;ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.</div></div></div><div><div><h2 class="jobSectionHeader"><b>
Job Description</b></h2></div><div><p><b>
JOB PURPOSE:
</b></p><p>To support the Area Manager &amp; Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities</p><p><b>
KEY ACCOUNTABILITIES:
</b></p><p><b>Customer Excellence:</b></p><ul><li>
Formulate &amp; manage end to end process for all customer communication</li><li>
Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.</li><li>
Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit</li><li>
Support implementation of KYC related projects and initiatives</li><li>
Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.</li><li>
Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.</li><li>
Obtain customer information and reply to AML alerts raised on assigned accounts within timelines. Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan</li><li>
Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.</li><li>
Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.</li><li>
Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals</li><li>
Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.</li><li>
Co-ordination with branch for issuance of foreign currency demand drafts / manager&rsquo;s cheque</li><li>
Follow up with branch for tracking of requests (in case of direct submission of requests in branch Eg: TT requests / any other maintenance request</li><li>
Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience</li></ul><p><b>
Job Context:</b></p><ul><li>
Evaluate Existing Business Processes &amp; propose Process Improvements</li><li>
Creates processes and integrates voice of the customer insights into cross-functional action plans.</li><li>
Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues</li><li>
Formulate &amp; manage end to end process for all customer communication</li></ul><p><b>
FRAMEWORKS, BOUNDARIES, &amp; DECISION-MAKING AUTHORITY:
</b></p><ul><li>Process excellence</li><li>
Customer experience</li></ul><p>
#LI-MM2</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Qualifications</b></h2></div><div><p><b>
QUALIFICATIONS &amp; EXPERIENCE:
</b></p><p>Graduate with at least 3 years relevant local market knowledge in retail banking product and services</p><ul><li>
Sound compliance, ops or product or sales governance background</li><li>
Customer obsessed, change focused pragmatist</li><li>
Good communication &amp; interpersonal skills</li></ul></div></div></div></div></div><p></p>

Specialist- Commercial Banking - Emiratized Role

First Abu Dhabi Bank (FAB)

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We&rsquo;re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you&rsquo;ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger &ndash; together
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.
 <br/>
 <br/>
 Possessing a strong team spirit, motivation and friendly environment with all customer and Colleague
 <br/>
 <br/>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   High School/Degree
  </li>
  <li>
   0 &ndash; 2 years relevant experience in banking sector
  </li>
 </ul>
</div>


Customer Service Representative - Emiratized Role

<div></div><div><div><ul><li><div><b>Business Unit</b>
</div><div>QNB - Qatar
</div></li><li><div><b>Division</b>
</div><div>Retail Banking
</div></li><li><div><b>Department</b>
</div><div>Retail Banking
</div></li><li><div><b>Location</b>
</div><div>Doha, Qatar
</div></li><li><div><b>Closing Date</b>
</div><div>13-Oct-2027
</div></li></ul></div><div><div><h5 class="jobSectionHeader"><b>About QNB</b></h5>
<p>Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.</p>
<p>QNB Group&rsquo;s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.</p>
<p>QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.</p>
<p>Based on the Group&rsquo;s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.</p>
<p>QNB Group has an active community support program and sponsors various social, educational and sporting events.</p>
</div></div><div><div><div><h5 class="jobSectionHeader"><b>Job Purpose Summary</b></h5>
</div><div><p>The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group&rsquo;s products and services and encouraging customers to increase their business with the Group.
</p></div></div><div><div><h5 class="jobSectionHeader"><b>Essential Duties &amp; Responsibilities by Dimensions</b></h5>
</div><div><p><b>A. Shareholder &amp; Financial:</b></p><ul><li>Proactively market the Group&rsquo;s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.</li><li>Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.</li><li>Implements KPI&rsquo;s and best practices for Senior Associate, Customer Services</li><li>Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.</li><li>Act within the limits of the powers delegated to the incumbent.</li></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.</li><li>Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.</li><li>Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.</li><li>To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.</li><li>Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.</li><li>Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.</li><li>Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.</li></ul><p></p><p><b>
C. Internal (Processes, Products, Regulatory):</b></p><ul><li>Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.</li><li>Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.</li><li>Assist customers in filling out various forms and applications as requested such as opening an account; applying for a loan and an ATM, credit cards and checkbook; standing order instructions etc.</li><li>Coordinate with tellers and branch operations staff on an &ldquo;as is needed&rdquo; basis to ensure smooth operations, and timely and friendly service delivery.</li><li>Receive loan applications from customers and prepare the corresponding loan agreements, check dormant accounts, and approve customers&rsquo; signatures.</li><li>Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.</li><li>Refer to Manager, Customer Services for any unresolved queries on transactions handled.</li><li>Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
</li><li>Ensures compliance to internal service quality standards and compliance to audit requirements</li></ul><p></p><p><b>
D. Learning &amp; Knowledge:</b></p><ul><li>Possess working knowledge of branch customer service to carry out duties and responsibilities.</li><li>Identify related areas for professional development of self.</li><li>Proactively identify areas for professional development of self and undertake development activities.</li><li>Seek out opportunities to remain current with all developments in professional field.</li></ul><p></p>
</div></div><div><div><h5 class="jobSectionHeader"><b>Education/Experience Requirements</b></h5>
</div><div><ul><li>Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),</li></ul>
</div></div><div><div><h5 class="jobSectionHeader"><b>Note: you will be required to attach the following:</b></h5>
</div><div><div><ul><li>Resume/CV</li></ul>
<ul><li>Qatari ID</li></ul>
<ul><li>Passport</li></ul>
<ul><li>Educational Certificates - Degree</li></ul>
<ul><li>Birth Certificate</li></ul></div></div></div></div></div><div></div>

Associate Customer Services

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