Specialist - Emiratized Role

First Abu Dhabi Bank
Dubai
Full timeFunction: Customer Success & Account ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Customer obsessed","Change focused","Communication","Interpersonal skills","Process excellence","Customer experience"]

Support Area and Relationship Managers to grow a portfolio across defined markets. Manage service and customer support activities including NPS monitoring, onboarding/KYC process handling within SLA/TAT, and resolution of complaints and queries from customer calls. Review applications for compliance, respond to AML alerts, coordinate documentation processes, and support customer communication end-to-end. Drive customer satisfaction through process improvement, root-cause analysis, and cross-functional collaboration.

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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 portfolio across defined markets. Manage service and customer support activities including NPS monitoring, onboarding/KYC process handling within SLA/TAT, and resolution of complaints and queries from customer calls. Review applications for compliance, respond to AML alerts, coordinate documentation processes, and support customer communication end-to-end. Drive customer satisfaction through process improvement, root-cause analysis, and cross-functional collaboration.
Location: Dubai
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Coordinate internally with process owners and stakeholders to monitor NPS and achieve benchmark scores.
  • •Support onboarding and KYC case processing within agreed TAT/SLA, including responding to AML alerts within timelines.
  • •Handle inbound customer calls redirected to RMs by branches/call centers/client services and manage until resolution of complaints/queries.
  • •Support customer acquisition by analyzing new applications, validating IDs and legal documents, and entering/reworking cases in the onboarding system as needed.
  • •Drive customer service process improvement, including end-to-end customer communication, root-cause analysis, and creation of cross-functional action plans using customer insights.

Key Requirements

  • •Graduate with at least 3 years of relevant local market knowledge in retail banking products and services.
  • •Sound compliance, operations, product, or sales governance background.
  • •Customer-obsessed and pragmatic, with a change-focused mindset.
  • •Strong communication and interpersonal skills.
  • •Process excellence and customer experience orientation.
Experience:3+ yearsRetail banking
Education:Bachelor's
Skills:Customer obsessedChange focusedCommunicationInterpersonal skillsProcess excellenceCustomer experience

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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