Act as a first point of contact for clients across calls, email and live chat — identifying and assessing their needs and resolving queries promptly and accurately.
Serve as the dedicated support contact for our high-net-worth (HNW) clients, delivering a personalised, high-touch experience and guiding them through onboarding from account opening to first investment.**Support clients in Arabic (essential), English (essential), and French (desirable) ensuring clear, professional and culturally attuned communication.
Guide clients through onboarding, KYC and account-related processes, coordinating with internal teams where needed to remove friction.
Handle complaints with empathy, providing appropriate solutions and alternatives within agreed timeframes, and following up to ensure resolution.
Keep accurate records of client interactions, process client accounts and documentation, and maintain trackers for leads and queries generated through company campaigns.
Follow communication procedures, guidelines and policies, and ensure adherence to service-level agreements (SLAs) and process deliverables.
Take the extra mile to engage clients, build trust, and contribute to a high-quality values-based client experience.**Share client feedback and recurring issues with the wider team to help improve our products, processes and service.

Fluency in Arabic and English, both written and spoken
this is essential. Fluency in French is desirable.
Bachelor’s degree with 2+ years’ experience in a client service role, ideally within financial services or fintech.
Proven customer support or client-service experience, with strong phone, email and chat handling skills and active listening.
Experience supporting high-net-worth or premium clients, or a clear aptitude for delivering a high-touch, professional service.
Client-oriented, with the ability to adapt and respond to different types of clients and personalities.
Excellent communication and interpersonal skills.
Strong attention to detail and accuracy in record-keeping and following processes.
Ability to multi-task, prioritise and manage time effectively, delivering high-quality work to deadlines.
Familiarity with the UAE financial-services landscape and/or an interest in Shariah-compliant finance is an advantage.

Private Clients Service Associate

Key skills