Specialist- Consumer Banking Service Desk

25 Applied
Job Description

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.

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.

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