Executive, Voice & Virtual - Inbound Calls (UAE National)

Role overview

This role is focused on handling customer calls and supporting banking clients through a voice-based service channel. The position involves responding to inbound queries, resolving issues efficiently, managing follow-ups where needed, and maintaining accurate customer records. It also requires a strong focus on service quality, compliance, and commercial awareness while working in a regulated banking environment.

Core duties

• Respond to incoming customer calls quickly and professionally, following approved scripts and service guidelines.
• Support customers by resolving concerns, explaining products and services, assisting with troubleshooting, and handling returns or related requests where relevant.
• Record clear and accurate notes in CRM systems during or immediately after each interaction.
• Recognize complex, sensitive, or urgent cases and escalate them to the appropriate supervisor or specialist team.
• Carry out outbound calls when required for follow-ups, service notifications, or surveys.
• Work toward operational targets such as average handle time, customer satisfaction, and call volume goals.
• Deliver high-quality telephone support and manage both inbound and outbound service activity in line with performance expectations.
• Resolve customer queries end to end within the required turnaround time.
• Explain banking products, digital services, and value-added solutions in a clear and customer-friendly way.
• Identify customer needs and pursue cross-sell, referral, and new business opportunities without any mis-selling.
• Spot disputes, trends, process gaps, and recurring issues, then escalate them appropriately.

Risk, compliance, and conduct

• Follow anti-money laundering requirements, local laws, internal procedures, and departmental operating instructions.
• Maintain strong awareness of risk, regulatory, and compliance obligations in all customer interactions.
• Protect customer information and document interactions in line with confidentiality standards.
• Demonstrate ethical conduct and uphold the organization’s values and code of conduct.
• Take ownership of conduct, compliance, and risk matters by identifying, escalating, mitigating, and resolving issues collaboratively.
• Support the outcomes expected from client care operations, including fair treatment and the right working environment.
• Exercise delegated authority responsibly and act in accordance with governing corporate documents and internal rules.

Skills and experience needed

• Background in team coordination or team management.
• Leadership, analytical thinking, and strong people skills.
• Excellent spoken and written communication, with strong grammar and articulation.
• Ability to stay effective under pressure and manage multiple tasks at once.
• Good problem-solving skills and the ability to handle conflict constructively.
• Strong active listening and empathy when dealing with difficult or dissatisfied customers.
• Confidence using computer systems, CRM tools, telephony platforms, and Excel.
• Ability to move quickly and adapt in a fast-changing working environment.

Qualifications

• Graduate qualification required.
• Previous experience in customer service or sales is preferred depending on the role.
• Strong negotiation and interpersonal abilities.
• Very good English speaking and writing skills are essential.
• Arabic speaking skills are an advantage, and the role also specifies that both Arabic and English speaking ability is required.
• High attention to detail, accountability, and accuracy.
• Willingness to contribute to a diverse, international workplace.

About the employer

The organization is a global bank with a long history of more than 170 years, focused on making a positive impact for clients, communities, and colleagues. It values challenge, continuous improvement, inclusion, and diversity, and aims to support long-term growth through responsible banking and strong ethical standards.

Values and working culture

• Act with integrity and do the right thing.
• Keep improving, innovating, and learning from experience.
• Work collaboratively, respect differences, and build for the long term.

Benefits

• Competitive salary with benefits aligned to a fair pay approach.
• Retirement savings support, medical cover, and life insurance, with flexible benefits available in some locations.
• Annual leave, parental and 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 working arrangements based on home and office locations.
• Wellbeing support through a digital wellbeing platform, resilience and human-skills learning, an employee assistance programme, sick leave, mental health first-aiders, and self-help resources.
• Ongoing learning, reskilling, upskilling, and access to physical, virtual, and digital learning options.
• An inclusive, values-led culture where people are respected and encouraged to reach their full potential.