Specialist - Emiratized Role

First Abu Dhabi Bank
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Customer obsession","Change focus","Communication","Interpersonal skills","Process excellence"]

Support Area and Relationship Managers to grow a defined retail banking portfolio across specified markets. Coordinate NPS monitoring, customer onboarding and KYC processes (including AML alerts and SLA/TAT), and handle customer calls and complaints through resolution. Assist with customer acquisition by reviewing applications and documents, maintaining onboarding system data, and auditing required paperwork. Drive process improvement and end-to-end customer communication to improve customer experience and reduce operational losses.

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FursaFursa
First Abu Dhabi Bank
First Abu Dhabi Bank
3 days ago

Specialist - Emiratized Role

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Last checked: 5 hours agoStatus: Live

Job Summary

Support Area and Relationship Managers to grow a defined retail banking portfolio across specified markets. Coordinate NPS monitoring, customer onboarding and KYC processes (including AML alerts and SLA/TAT), and handle customer calls and complaints through resolution. Assist with customer acquisition by reviewing applications and documents, maintaining onboarding system data, and auditing required paperwork. Drive process improvement and end-to-end customer communication to improve customer experience and reduce operational losses.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Collaborate with process owners and internal stakeholders to monitor NPS and achieve benchmark scores.
  • •Coordinate KYC, onboarding, and case handling within agreed TAT/SLA, including AML alert responses.
  • •Support customer acquisition by analyzing applications, validating ID and legal documents, and entering data into onboarding systems.
  • •Handle inbound customer calls redirected from branches/call centers/client services and drive complaint/query resolution.
  • •Formulate and manage end-to-end customer communication processes and propose/drive business process improvements using root cause analysis.

Key Requirements

  • •Graduate with at least 3 years of relevant local market knowledge in retail banking products and services.
  • •Background in compliance, operations, product, or sales governance.
  • •Customer-obsessed, change-focused approach.
  • •Good communication and interpersonal skills.
  • •Process excellence and customer experience mindset.
Experience:3+ yearsRetail banking
Skills:Customer obsessionChange focusCommunicationInterpersonal skillsProcess excellence

Company Brief

First Abu Dhabi Bank
First Abu Dhabi Bank (FAB) is the UAE’s largest bank, offering retail, corporate, investment banking, wealth and Islamic banking services across multiple continents, formed by the 2017 merger of First Gulf Bank and National Bank of Abu Dhabi.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2017
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