Executive, Voice & Virtual - Inbound Calls

Job Summary

This role is centered on delivering excellent support to affluent customers in the UAE through every phone-based interaction. As the main contact point, you will handle questions efficiently, explain banking products and digital services clearly, and help create a smooth and dependable client experience. The position suits someone who enjoys solving problems, communicating confidently, and developing trusted customer relationships.

Key Responsibilities

• Provide high-quality support to affluent clients via both incoming and outgoing calls.
• Address customer queries within the agreed turnaround time and ensure the interaction remains smooth and effortless.
• Explain banking offerings, digital tools, and other value-added services in a clear and assured manner.
• Recognize client needs and recommend suitable solutions, referrals, or responsible cross-sell opportunities where appropriate.
• Keep detailed and accurate records of client conversations while protecting confidential information.
• Spot recurring issues, trends, or possible risks and escalate them when needed.
• Work closely with internal stakeholders to help improve service quality continuously.

Skills and Experience

• Previous background in customer support, call center operations, or a similar service role is preferred but not essential.
• Strong spoken and written communication abilities, along with careful attention to detail.
• A service-oriented mindset and the ability to manage difficult conversations professionally.
• Capacity to juggle multiple tasks and stay effective in a busy, fast-moving setting.
• Comfort using several systems and tools, including Excel.
• Willingness to work across varying schedules and time zones.
• Strong command of English and/or Arabic is required.

Qualifications

A high school diploma, a graduate degree, or an equivalent level of professional experience is acceptable for this role.

About the Organization

The employer is an international banking institution with a long history of over 170 years, focused on creating positive outcomes for clients, communities, and colleagues. The organization values curiosity, resilience, collaboration, and inclusion, and it encourages people to challenge the norm, keep learning, and contribute to long-term success.

Values and Ways of Working

• Act with integrity, speak up when needed, and keep the client at the center of decisions.
• Continuously improve, innovate, simplify, and learn from both successes and setbacks.
• Work collaboratively, value inclusion, and help build a strong long-term organization.

What You Can Expect

• Competitive pay along with benefits designed to support mental, physical, financial, and social wellbeing.
• Retirement savings support funded by the bank, plus medical and life insurance; flexible and voluntary benefits may be available in some locations.
• Leave benefits including annual leave, parental/maternity leave of 20 weeks, sabbatical leave up to 12 months, volunteering leave of 3 days, and a combined minimum of 30 days for annual and public holidays.
• Flexible work arrangements based on home and office locations, with adaptable working patterns.
• Wellbeing support through a digital wellbeing platform, resilience and human-skills development courses, an employee assistance programme, sick leave, mental health first aiders, and self-help resources.
• Ongoing learning opportunities to build new skills, reskill, and upskill through physical, virtual, and digital learning options.
• An inclusive, values-led environment where individuality is respected and people are supported to reach their full potential.