Customer Service Representative - Business Banking | Dubai

Role Overview

Customer Service Representative – Business Banking at Emirates Islamic Bank in Dubai. The role focuses on improving Business Banking customers' experience and reducing errors while interacting with customers to provide support for all types of requests and complaints.

Company Overview

Emirates NBD is a market leader across the MENAT region (Middle East, North Africa and Türkiye) with a presence in 13 countries, serving over 9 million customers. It is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. The bank serves customers through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. Emirates NBD is a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of branches. The bank also operates Liv, the lifestyle digital bank by Emirates NBD, which has over half a million users and is the fastest-growing digital bank in the region.

Role Purpose

To deliver responsive and accurate customer service to Business Banking clients by managing service requests, resolving complaints, reducing operational errors, and identifying process improvements while maintaining compliance with bank policies and systems.

Key Responsibilities

Customer Satisfaction and Retention

• Respond to client enquiries regarding retail banking products and services, ensuring accurate information is provided in line with current offerings.
• Facilitate account opening, closure, and maintenance requests by guiding customers through required documentation and compliance checks.
• Address and resolve routine service complaints or transactional issues, escalating unresolved or complex cases to the Branch Manager as needed.
• Support customer onboarding by explaining digital banking features and encouraging adoption of self-service channels.
• Maintain up-to-date knowledge of branch promotions and cross-sell opportunities to enhance the customer relationship.
• Strive to achieve high results of CSAT for the respective Relationship Manager.

Request and Service Management

• Assist Relationship Managers with all types of requests assigned to them for effective resolution and turnaround time.
• Forward all requests received through emails from Relationship Managers and various internal departments.
• Receive all types of Service Requests assigned to the center.
• Investigate and identify appropriate resolution for service requests.

Operational Risk Mitigation and Compliance

• Verify customer identity and documentation in accordance with KYC and AML policies before processing transactions or account changes.
• Monitor for suspicious activity or unusual transaction patterns, promptly reporting concerns to compliance or management.
• Safeguard customer data by adhering to data privacy protocols and ensuring confidential handling of sensitive information.
• Stay current on regulatory updates and branch compliance procedures, applying changes to daily activities as directed.
• Participate in periodic compliance training and contribute to a culture of risk awareness within the branch.
• Ensure reduction of errors while performing transactions on BPM and Tracksoft.

Transaction Accuracy and Integrity

• Process deposits, withdrawals, and payments with precision, following dual control and verification protocols where applicable.
• Balance cash drawers and reconcile discrepancies at end-of-day, escalating unresolved variances to the Branch Manager.
• Validate transaction records in the core banking system to ensure completeness and accuracy of customer accounts.
• Assist in the preparation and review of daily branch reports, supporting audit readiness and transparency.
• Collaborate with tellers and operations staff to maintain high standards of transaction integrity.

Branch Efficiency and Process Improvement

• Monitor lobby and waiting areas to identify customer bottlenecks, directing clients to appropriate service points.
• Coordinate with tellers and sales staff to balance workloads and minimise wait times during peak periods.
• Educate customers on digital queueing and appointment systems to streamline branch visits.
• Provide feedback to the Branch Manager on recurring process issues impacting customer flow or service delivery.
• Support implementation of new branch technologies and process improvements as directed.
• Document the gaps identified in terms of knowledge, process or system and provide feedback to respective units.

Qualifications & Experience

• Diploma or Bachelor's degree in Business, Finance, or related field.
• 2 years in banking experience, preferably in a customer service role.
• Preferred: Certification in Customer Service or Retail Banking Operations.
• Ongoing professional development in compliance and digital banking.

Skills & Competencies

• Knowledge of systems including CRM, Finnacle, Finnone, BPM and Tracksoft.
• Knowledge of banking policies and processes.
• Excellent oral and written communication skills.

Additional Information

• Flexible work policy allowing remote work arrangements.
• Competitive rewards, benefits and perks.
• Professional development opportunities to accelerate career growth.