Officer - Customer Experience

Job Overview The Officer – Customer Experience is a key frontline role responsible for delivering an exceptional customer experience while accurately and efficiently processing customer transactions and providing approved products and services. The role ensures compliance with applicable regulatory requirements, AML/CFT and KYC standards, the Retail Operations Policy, and established operational procedures and controls. The Officer is also responsible for addressing customer enquiries, promoting relevant products and services, supporting customer acquisition and retention, and contributing to the achievement of branch business and service objectives. Key Responsibilities Customer Transaction Processing & Service Delivery Attend to customers professionally and process end-to-end transactions accurately and efficiently across approved products and services, including Remittance, FCY, WPS, Corporate Transactions, and Value-Added Services, in accordance with approved procedures and service standards. Accept and verify cash, cheques, online transfers, or other approved payment methods against customer transactions and ensure accurate processing, documentation, and reconciliation. Receive and disburse local and foreign currency against authorized transactions, ensuring accuracy, currency authenticity, and compliance with applicable cash-handling and transaction procedures. Ensure all transactions are supported by the required customer information, documentation, system records, verification, and approvals in accordance with the Retail Operations Policy and applicable procedures. Maintain high standards of transaction accuracy, service efficiency, and defined turnaround times while consistently delivering a professional and positive customer experience Identify and promptly escalate transaction discrepancies, suspicious activities, documentation deficiencies, system issues, or other exceptions in accordance with established escalation procedures and regulatory requirements Act as an integral part of the First Line of Defense (FLOD) by ensuring customer onboarding, transaction processing, and customer interactions comply with applicable CBUAE regulations, AML/CFT and KYC requirements, Retail Operations Policy, Consumer Protection requirements, Internal Controls, and approved operational procedures. Cash Management & Transaction Controls Handle cash and foreign currency transactions accurately and securely in accordance with the Retail Operations Policy, approved cash-handling procedures, and assigned authorization limits. Perform cash counting and reconciliation activities, ensuring physical cash balances accurately correspond with system records and transaction documentation. Verify the authenticity of local and foreign currency and promptly report counterfeit or suspicious currency in accordance with approved procedures. Immediately report and escalate any cash shortage, excess, reconciliation difference, transaction error, or control deviation to the Team Lead/CEM and relevant functions, as applicable. Maintain secure custody of cash, transaction documents, accountable items, and other assigned assets throughout the working shift, preventing unauthorized access, loss, or misuse. Support cash verification and transaction-control activities as assigned, ensuring adherence to maker-checker requirements, authorization controls, and applicable internal controls. Ensure cash and transaction-related activities are conducted transparently and fairly, with applicable exchange rates, fees, transaction details, and receipts accurately communicated and provided to customers in line with Consumer Protection requirements and approved procedures. Maintain individual accountability for all cash, foreign currency, accountable items, and transaction instruments assigned, ensuring proper transfer of custody, documented handover, and acknowledgement at the end of the shift or whenever responsibility is transferred. Business Development, Customer Acquisition & Retention Contribute to assigned individual and branch business targets through proactive customer engagement, appropriate cross-selling, and promotion of Al Fardan Exchange products and services. Identify customer needs and promote relevant products and services, including remittance corridors, FCY, WPS-related services, Value-Added Services, and approved digital channels. Support new customer acquisition, existing customer retention, inactive customer reactivation, and repeat transactions through effective customer engagement and relationship building. Educate and assist customers in adopting approved digital products and self-service channels, where applicable. Participate in branch-level sales, promotional, customer acquisition, and ground marketing activities, including approved customer visits or field activities, as assigned. Customer Experience & Complaint Handling Greet and serve customers courteously and professionally, maintaining a positive, respectful, and customer-centric approach throughout every interaction. Understand customer requirements and provide appropriate products, services, and solutions in line with customer needs, suitability requirements, and applicable policies. Respond promptly and accurately to customer enquiries related to transactions, rates, products, services, and branch facilities. Address routine customer concerns and complaints professionally, support timely resolution, and escalate complex or unresolved matters to the Team Lead, Customer Experience Manager, or appropriate authority. Support customer satisfaction, loyalty, and retention by delivering consistent service excellence and building positive customer relationships. Safeguard customer confidentiality, personal information, transaction data, and documents at all times in accordance with applicable data protection and confidentiality requirements Branch Operations, Administration & Workplace Standards Support smooth day-to-day branch operations by maintaining service-counter coverage in line with assigned working hours, shift schedules, weekly rosters, and operational requirements, including support during peak periods to minimize customer waiting time. Prepare and maintain the BDDO Checklist, transaction and end-of-day records, reports, and other assigned operational documentation accurately and within stipulated timelines. Review official communications, circulars, policy updates, product and service information, and operational instructions relevant to the role, and apply applicable requirements in day-to-day activities. Ensure responsible use and secure custody of assigned system credentials, equipment, documents, operational tools, and company assets, promptly reporting any loss, misuse, incident, or irregularity. Maintain a clean, organized, secure, and customer-ready service counter and branch environment, ensuring required forms, stationery, brochures, promotional materials, and service tools are available and properly maintained. Maintain required standards of attendance, punctuality, uniform, grooming, personal hygiene, discipline, teamwork, and professional conduct; perform opening/closing support, lobby, queue-management, customer-guidance, and other assigned branch duties in line with safety, security, and access-control requirements. Maintain up-to-date knowledge of products, services, systems, transaction procedures, Retail Operations Policy, AML/CFT and KYC requirements, CBUAE regulations, Consumer Protection requirements, and operational controls; complete mandatory training and assessments on time and escalate complex customer, compliance, or operational matters appropriately. Qualification & Experience Bachelor's degree or equivalent qualification in any discipline. Relevant experience in an exchange house, financial institution, banking, retail financial services, or customer-facing service environment is preferred. Experience in customer service, transaction processing, cash handling, or financial services operations is an advantage. Basic understanding of AML/CFT, KYC, customer due diligence, and regulatory compliance requirements within financial services is preferred. Ability to communicate effectively with customers from diverse backgrounds. Good computer literacy, system navigation, and typing skills Competencies Customer Centricity & Service Excellence Transaction Accuracy & Attention to Detail AML/CFT, KYC & Compliance Awareness Integrity & Accountability Customer Confidentiality & Data Protection Communication & Interpersonal Skills Cross-Selling & Customer Engagement Problem Solving & Complaint Handling Teamwork & Collaboration Professionalism & Service Composure Digital & System Proficiency Learning Agility & Adaptability Key Performance Indicators (KPIs) Revenue & Productivity: Achieve assigned revenue, transaction count, productivity, and applicable cross-sell targets in line with defined business objectives. Customer Retention & Experience: Maintain and improve customer retention, satisfaction, and loyalty through superior customer experience, effective relationship management, and timely resolution or escalation of customer complaints. Operational Accuracy & Service Quality: Ensure accurate and timely transaction processing, complete required KYC and supporting documentation, and maintain accuracy in the BDDO Checklist and assigned operational records. Compliance, Risk & Internal Controls: Ensure adherence to CBUAE regulations, Retail Operations Policy, AML/CFT and KYC requirements, Consumer Protection standards, Internal Controls, Risk, Compliance, and Audit requirements. Training & Professional Standards: Complete all mandatory training and assessments within stipulated timelines while maintaining required standards of attendance, punctuality, uniform, grooming, and professional conduct.