Client Care Senior Associate

Please note: This is a talent pool position. We are inviting expressions of interest from qualified candidates for potential future opportunities. By joining our talent pool, you allow us to connect with you in advance and reach out when a suitable role becomes available.

About Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realize their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

About the role 

TBO Client Care - Customer Service is a team of dedicated personnel attending to queries/ requirements of the subscribers of business ONLINE- the online banking channel of Emirates NBD & Emirates Islamic raised in emails and incoming calls from Customers, RMs and Branches of the bank for Corporate Customers. The team also services the cash management needs like MT940 requests, Cash pickup and delivery, etc. for the bank’s business customer. Team provides Trade Finance-related support to internal as well as external customers. This includes handling of complaints, requests & queries through emails, calls and CRM channels.

What Youll Do:

To respond to general customer inquiries, requests and complaints. Project a professional company image through phone/Email/SR interaction. Processor accurately and efficiently identifies / investigates data related to Trade Finance transactions using structured procedures and offers preliminary information/analysis. Acts as a technical point of reference and the role therefore requires technical and process know-how, as well as knowledge of complex practices and procedures. Must know the Bank’s set guidelines and Standing Instructions Manual (SIM) and the guidelines issued by the International Chamber of Commerce (ICC) related to Documentary Credits, Collections and Guarantees. It is required to gather/collate information from the customer and investigate to provide the best possible solution by coordinating with internal teams.

The role also provides technical support and guidance to others within the team to ensure efficiency and accuracy.

• Revert on Emails/SRs and Calls from Clients/RM/Branches.
• Responding to customer inquiries regarding smart BUSINESS product/services queries and complaints.
• Research required information using available resources.
• Provide precise and accurate information to clients
• Follow up with client calls/SRs/Emails where necessary
• Adherence to standard work procedures while handling customer calls
• Comply to information security and data privacy policies

What We Are Looking For

• Minimum Undergraduate degree or equivalent qualification.
• Knowledge of banking products/services systems 
• Basic Knowledge of MS Office
• Telephone/Email etiquette
• 1 to 2 years in Bank / FI
• Excellent communication skills (written & verbal)
• The ability to work under stress
• Analytical and ability to interpret complex MI

What We Offer You

•  Competitive salary package. 
•  Strong emphasis on work-life balance and employee wellbeing. 
•  Access to world-class Learning & Development platforms for career growth. 
•  Generous annual leave and comprehensive Private Healthcare coverage. 
•  Preferential banking facilities for employees.

Why Join Us
At Emirates NBD Services, we aim to be the employer of choice by helping you unlock your true potential through the right opportunities. We are reimagining the future of work to ensure every employee thrives in an environment that promotes growth, upskilling, and the development of digital skills. Our goal is to empower our employees to build meaningful careers with experiences that shape their future and contribute to Emirates NBDs success. Regardless of your background, location, or preferences, we want every employee to feel connected and engaged as part of the Emirates NBD team.