Specialist - Commercial Banking (Emiratized)

Responsibilities

• Support Area Manager & Relationship Managers to grow assigned liabilities portfolio across defined geographic markets (branch-based, Dubai).
• Manage end-to-end customer communication processes and ensure adherence to complaint management SLAs; handle escalations from branches, call centre and client services through resolution.
• Coordinate KYC/onboarding activities, respond to AML alerts and ensure KYC cases are processed within agreed TATs.
• Liaise with product owners and internal stakeholders for NPS monitoring and continuous improvement initiatives.
• Facilitate customer requests: statements, liability letters, charge reversals, high-value cash and foreign currency withdrawals, demand drafts/manager’s cheques, special cheque clearing and other branch-coordinated services.
• Drive root-cause analysis and process improvements to reduce recurring issues and streamline customer experience.
• Proactively work with branches and operations to track and follow up service requests and improve overall customer satisfaction.

Requirements

• Bachelor's degree
• 3+ years experience
• Retail banking
• KYC knowledge
• Compliance background
• Customer focused
• Strong communication

Preferred Qualifications

• UAE national (Emiratized role preferred)
• Experience in operations, product governance or compliance within retail banking
• Demonstrated ability in process excellence, NPS improvement and cross-functional stakeholder management

Benefits

• Competitive salary and benefits package in line with FAB policies (specific benefits not listed in the job posting)

About the Company

Join the #1 bank in the Middle East. First Abu Dhabi Bank (FAB) is a leading regional financial institution offering retail, wealth and business banking services. FAB seeks talented professionals to deliver exceptional customer experiences, drive process excellence and contribute to the bank's growth and legacy in the UAE.