Abu Dhabi Commercial Bank (ADCB)
Service Specialist - Relationship Management
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 16/05/2026
Job overview
Date posted
01/04/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Job description
The Service Specialist - Relationship Management role within Abu Dhabi Commercial Bank PJSC (ADCB) Retail Banking Group (RBG) focuses on supporting retail and micro-business customers in managing their finances through expert advice and provision of a full suite of specialist products and services in both conventional banking and Shariâah compliant banking. The role operates within a business area committed to driving digital innovation to deliver excellence in customer service. The position is responsible for actioning requests and completing activities that service clients in assigned portfolios, reviewing and actioning service needs and requests to build sustainable customer relationships and support coverage teams in increasing ADCBâs revenue generation. The role includes handling customer requests, responding to customersâ needs, completing sales and service activities, and ensuring complaints are resolved within required timelines to build long-term customer relationships and support revenue growth. The Service Specialist supports relationship and senior relationship managers by gathering required information and documentation to enable analysis of clientsâ financial health, needs, and their industries/markets. The role requires adherence to organisational and departmental policies, processes, and standard operating procedures to ensure work is carried out to the required standard and delivered consistently to customers and stakeholders. The position requires client servicing experience, proficiency in Microsoft Office, banking operations exposure, documentation management, portfolio management, customer relationship management, financial health analysis, industry and market analysis, complaint resolution, revenue generation support, and compliance with policies and standard operating procedures within the Retail Banking and Micro-business banking environment.
Required skills
Key responsibilities
- Action customer service requests for assigned portfolios by reviewing client requirements, processing service activities, coordinating with coverage teams, and ensuring timely completion of all banking-related requests to maintain sustainable customer relationships and support revenue generation initiatives
- Respond to customer needs by providing appropriate solutions related to retail banking and micro-business banking products and services, supporting both conventional banking and Shariâah compliant banking offerings, and ensuring service excellence through consistent customer engagement
- Complete sales and service activities by assisting relationship managers and senior relationship managers with portfolio servicing, supporting cross-selling opportunities, and facilitating service-related activities that contribute to increased revenue generation and improved customer satisfaction
- Resolve customer complaints by investigating service issues, coordinating with internal stakeholders, ensuring timely resolution, and maintaining documentation of complaint handling processes to strengthen long-term customer relationships
- Provide support in gathering required documentation including financial information, client records, and portfolio data to enable relationship managers and senior relationship managers to analyse clientsâ financial health, business performance, and financial requirements
- Assist in analysing client industries and markets by collecting relevant data, supporting portfolio reviews, and enabling relationship managers to make informed decisions aligned with customer needs and business objectives
- Maintain compliance with organisational and departmental policies, processes, and standard operating procedures by ensuring all activities are performed according to established guidelines and service standards
- Support digital innovation initiatives within the Retail Banking Group by facilitating digital service adoption, assisting customers with digital banking solutions, and ensuring alignment with customer service excellence objectives
Experience & skills
- Obtain a Bachelorâs degree as a mandatory qualification in a relevant discipline to support banking operations, customer servicing, and portfolio management activities within the Retail Banking Group
- Possess a minimum of 4 yearsâ banking experience within retail banking, micro-business banking, or related financial services environments supporting customer servicing and relationship management functions
- Demonstrate client servicing experience by handling customer requests, managing portfolios, supporting service activities, and maintaining sustainable customer relationships within a banking environment
- Show proficiency in Microsoft Office including preparation of documentation, data analysis support, reporting, and coordination of service-related activities
- Support documentation gathering by collecting required financial information, customer records, and supporting materials for financial health analysis and client needs assessment
- Assist in financial health analysis by supporting relationship managers with data collection, reviewing customer financial information, and facilitating analysis of customer needs and industry trends
- Demonstrate knowledge of banking operations including conventional banking and Shariâah compliant banking services, portfolio servicing, and customer request handling
- Adhere to organisational policies, processes, and standard operating procedures while supporting customer service delivery, revenue generation initiatives, and compliance requirements