Specialist- Consumer Banking Service Desk

First Gulf Bank PJSC

Job Description

Specialist- Consumer Banking Service Desk

One FAB Tower, Abu Dhabi, United Arab Emirates


Division: GCOO

Sub Division: Group Operations

Company Description

Now it’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’re looking for the brightest and best to help us reach our goals and we’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.

Job Description


Support all PBG business by providing operational services and support, allowing them to focus on business growth and building new relationships for the bank. Main channel for complaint. Provide required support to offshore team by coordinating internal department and stakeholders.

Back office support to all UAE branches and departments for Opening Accounts & Account Maintenance for Retail, ELITE & GPB (ISL & Conventional ) segment.

Job Context


Carry out the functions with full integrity to ensure that all requests received are attended promptly and efficiently and there is no breach of service agreements.

Establish effective / efficient communications with internal / external communications.

Contact internal customers and maintain follow-up to ensure the closures of requests received.

Act immediately and take appropriate actions to rectify if there is any internal error notified.

Act as a point of contact between stakeholders and AMO

Responsible to respond business enquiries received through various channels such as HelpDesk, Phone calls and Complaint Management System in a timely manner.

Provide best solutions to inquiries and complaints post investigation & in line with the policies and procedures

Investigate complaint

Assign BAU workload ensuring even distribution, in a timely manner and within the SLA.

Understand business requirement and prioritize requests that are urgent or run a risk.

Act as consultants to offshore team to provide the required support

Maintains stakeholders confidence and protects operations by keeping information confidential.

Any other duties and responsibilities assigned by Line Manager as and when it is required.

Create OGL requests

PVR submissions

Complete any additional tasks assigned by management related to account services


Ensure escalation and reporting of any identified risk and suggest and implement mitigating actions and controls to safeguard the Bank.

Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.

Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factors


Maintain professionalism and effective communication with colleagues within the Unit and all other Departments

Adhere to your individual duties and responsibilities and support the team to deliver service excellence

Maintain collaboration between the team and other units that will ensure best service to the business and ultimately customers

Ensure all staffs are able to deliver the tasks assigned and provide on the job, technical & soft skill training and development if required.


Manage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service.

Maintain highly efficient turnaround time.



Bachelor Degree Preferable in Commerce, Banking, Finance or Economic.

3 years’ relevant experience in the Banking sector with at least 2 years in similar positions of progressively increasing managerial responsibilities in the Unit function.

Job Location

Specialist- Consumer Banking Service Desk

One FAB Tower, Abu Dhabi, United Arab Emirates
* Full-time

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