About this role
About ENBD Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives 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. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region. Job Overview: As a Customer Service Representative – Business Banking at Emirates NBD, your role is to improve Business Banking customers’ experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints. Key Responsibilities:
• Assist RMs to all type’s requests assigned to them for effective resolution/TAT. • Forward all requests received through emails from RMs and various internal departments. • Strive to achieve high results of CSAT for the respective RM. • Receive all types of Service Requests assigned to center. • Investigate and identify appropriate resolution • Ensure reduction of errors while performing transaction on BPM and Tracksoft. • Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units. Skills and Experience:
• 2 years in banking experience preferably in customer service role. • Knowledge of system (CRM, Finnacle, Finnone etc), policies and processes. • Excellent oral and written communication skills. There’s never been a better time to join Emirates NBD. We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits. At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities. #LI-LA1
1. Customer satisfaction and retention through responsive service delivery at the branch • 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. Performance Measures: • Quality of customer feedback and repeat visit rates • Resolution rate of service requests at first point of contact • Adoption levels of digital and self-service channels among new clients
2. Operational risk mitigation and compliance with KYC, AML, and data privacy requirements • 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. Performance Measures: • Absence of compliance breaches or audit findings in customer interactions • Timeliness and accuracy of suspicious activity reporting • Demonstrated adherence to data privacy standards in branch operations
3. Transaction accuracy and integrity in daily branch operations • 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. Performance Measures: • Frequency and severity of transactional errors or discrepancies • Audit readiness and completeness of daily reconciliations • Accuracy of transaction posting and documentation in core systems
4. Enhanced branch efficiency and customer flow through proactive queue management and process support • 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. Performance Measures: • Reduction in average customer wait times and queue lengths • Effectiveness of customer redirection and queue management interventions • Contribution to process improvement initiatives adopted by the branch
• Diploma or Bachelor's degree in Business, Finance, or related field • Preferred: Certification in Customer Service or Retail Banking Operations • Ongoing professional development in compliance and digital banking