Retail Service Officer (UAE National role)
On-site · Dubai, Dubai, United Arab Emirates
Job Summary
Retail Service Officer supporting frontline Retail Banking teams in HSBC, handling customer queries and complaints, ensuring policy compliance, and executing process improvements to enhance customer experience. Responsibilities include contacting customers on campaign/support matters, face-to-face or remote sales/service support, executing service requests, managing CDD/KYC tasks, governance and oversight tasks, ensuring timely resolution of discrepancies, supporting First Contact Resolution targets, conducting quality checks on MMX complaints system, analyzing root causes of staff complaints, and tracking buyout cases while coordinating with frontline teams and customers. Skills emphasized include customer service excellence, multitasking across sales and service channels, knowledge of MMX, KYC/CDD processes, quality assurance, and effective collaboration with multiple stakeholders.
Required Qualifications
- Experience of handling & serving customers via email, phone line and face to face meetings when required.
- Graduation degree essential for UAE visa/work permit (and attestations/equivalency if degree from outside UAE)
Additional Requirements
- UAE National only
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