Entry Level Specialist: Customer Experience (C&B)

Role Overview

This branch-based role owns both the sales performance and the service quality of the bank's Shariah-compliant proposition. Day to day, the holder sits with existing and prospective customers, matches Islamic retail and business products to their deposit, financing and protection needs, and works alongside colleagues in asset finance, direct sales, corporate banking and bancassurance to widen each relationship. The position matters because growth in Islamic banking at branch level depends on someone who can sell with conviction while keeping documentation, compliance and turnaround times beyond reproach.

Key Responsibilities

• Win new-to-bank customers and grow wallet share from the existing book, ensuring newly opened accounts are funded promptly at onboarding and that personal performance is tracked against agreed daily and periodic targets.
• Maintain a confident working command of the full retail and business Islamic banking range so that each customer's need is matched to the right product quickly and accurately.
• Team up with direct sales, asset finance, corporate and investment banking and bancassurance on joint campaigns, cross-sell drives and richer customer profiling.
• Keep portfolio risk inside the bank's stated appetite, and satisfy KYC, AML and operations-risk requirements through complete documentation and accurate capture of customer details on the core banking system.
• Protect service standards by meeting agreed turnaround times for account opening and loan processing, answering queries raised by phone, email or letter without delay, and keeping waiting times within acceptable limits across both peak and off-peak periods.
• Take ownership of customer complaints — resolving them where possible and escalating where not — and feed service feedback to branch leadership so NPS results and overall experience continue to improve.
• Gather market intelligence on emerging customer trends, competitor activity and regulatory or policy shifts, and use it to inform branch sales strategy and product review discussions.
• Carry out assigned branch control routines such as snap checks, cost management, and collection of all charges, commissions and fees per the current tariff, while completing e-learning and training plans for yourself and any direct reports.

Requirements & Qualifications

• A business-related degree from a recognised university.
• Practical experience gained within Islamic banking.
• Familiarity with everyday banking products and services — current and savings accounts, loans and credit cards.
• Understanding of Shariah law, the role and authority of a Shariah board, and how Shariah audits are carried out.
• Knowledge of Islamic financial instruments and how they operate differently from conventional equivalents.
• Awareness of Muslim banking culture and the expectations customers bring to a Shariah-compliant proposition.
• Working knowledge of retail and business banking product strategy, portfolio risk appetite and the competitive landscape in which Islamic banks operate.
• Demonstrated ability to deliver against sales targets while balancing growth activity against controls, compliance and cost discipline.
• Comfort working in core banking systems and keeping customer records current and error-free.

Why Join

• You will hold a specialist mandate rather than a generalist branch seat, with measurable ownership of Islamic banking growth in your location.
• The role puts you in regular contact with teams across asset finance, corporate banking, bancassurance and direct sales, building a broad internal network.
• The bank invests in structured e-learning and internal training, and plans succession within the branch, so consistent performers have a visible route forward.
• You will work in a branch environment built on teamwork and shared accountability for branch targets, with the support of the Branch Manager and Assistant Branch Manager.