Specialist- Channel Support (UAE National only)

Job Purpose

To handle incoming client inquiries via phone and email, providing timely and professional guidance on transactional services and digital banking channels. This role ensures client satisfaction through effective issue resolution, continuous support, and collaboration with internal teams to enhance service delivery and client experience.

Key Responsibilities

Client Interaction & Support

• Respond promptly and professionally to client queries through calls and emails.
• Provide clear guidance on transactional services and electronic banking platforms.
• Resolve routine issues independently and escalate complex matters to the Head of Channel Support when necessary.
• Deliver client training on digital platforms and support onboarding processes.

Internal Collaboration

• Liaise with internal departments (Product, Channels, Operations, Client Services, and Coverage teams) to enhance and ensure seamless service delivery.

Service Quality & Database Management

• Record and update all client interactions, complaints, and actions taken in the CRM system for future reference and accountability.
• Use client feedback to help identify gaps in services and channel offerings.

Compliance & Risk Management

• Adhere to internal SOPs and compliance policies in all client interactions to mitigate risk and uphold FAB’s standards.

Process Improvement

• Contribute ideas to improve internal processes, reduce costs, and enhance service efficiency and customer satisfaction.
• Support documentation and analysis of recurring issues for process refinement.

Reporting & Documentation

• Assist in preparing accurate and timely departmental reports and dashboards as required by management.

Qualifications & Experience

Education

• Bachelor's Degree in Business, Finance, Administration, or a related field.

Experience

• Minimum 3 years of experience in Technical Client Services within the banking or financial services sector.

Required Skills & Attributes

Technical & Functional Skills

• Solid understanding of banking documentation processes and their interdependencies (accounts, payments, collections, e-banking solutions).
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Familiarity with digital and transactional banking systems.

Soft Skills

• Strong communication and interpersonal skills.
• High attention to detail and accuracy.
• Effective organizational and time management skills.
• Analytical problem-solving abilities.
• Resilient and capable of working under pressure.
• Team-oriented with a collaborative attitude.
• Proactive with a strong sense of initiative and follow-through.

Language Requirements

• Fluent in English (spoken and written); additional languages are a plus.

Why Join FAB?

At First Abu Dhabi Bank, we believe in unlocking potential — for our clients and for our people. You’ll work in a dynamic, inclusive environment where innovation and collaboration are valued, and your career growth is supported through structured learning, development opportunities, and performance-based progression.