WORK EXPERIENCE AT DUBAI ISLAMIC BANK MEMORANDUM
Date: November 16, 2017
To: Professor A.L
From: M.A
Subject: My Work Experience at Dubai Islamic Bank
Introduction
The banking sector is one of the most vital sectors of the economy of any nation. Importantly,
working in the banking sector provides an opportunity for developing and advancing financial
knowledge and soft skills. For this reason, I was interested in gaining experience in the banking
sector that prompted my joining at the Dubai Islamic Bank (Abu Dhabi branch) where I worked as a
customer service representative in May 2015. Therefore, I have written this memo to provide you
with brief information about Dubai Islamic Bank, the nature of my position, job-specific skills and
the knowledge and skills I gained from the opportunity.
Brief background of Dubai Islamic Bank
Dubai Islamic Bank is one of the most prominent banks in the United Arab Emirates (UAE) as it
was the first Islamic bank to be established in the UAE. The establishment of Dubai Islamic Bank
dates back to 1975 by one of UAE entrepreneurs Saif Bin Lootah. Currently, the ownership has
since been transferred partially to Dubai’s government. The bank specializes in providing personal
banking services, wealth management services, business banking services, and capital market
trading services that adhere to Islamic laws. The bank has more than 200 branches all over the
world with headquarter being based in Dubai.
Description of customer service position
My job description entailed dealing with at least 50 clients on a daily basis by answering questions,
processing requests and solving complaints. Moreover, the position of customer service
representative conferred the authority to respond to inquiries and processing dealings that only
related to car loans. The typical process of these dealings involved entering the data into the bank’s
management information system (MIS) using a standard form that was preceded by sending the deal
to the senior manager for final authorization and finalizing of the dealing. Typical car dealing took
approximately 15 minutes. However, the processing and authorization took a minimum of one
week. Additionally, on a normal day, I handled up to 40 car dealings on behalf of the bank.
In responding and answering client’s inquiries, it was paramount to have an excellent knowledge of
the bank’s terms of services and conditions. The knowledge was imparted through attending bank
training sessions, asking managers for clarifications as well as undertaking personal research to
reinforce the gathered knowledge and skills.
The handling of client’s complaints required the attendance of training sessions that sharpened
skills and knowledge on how to handle customers of different personalities and temperament every
three months. For example, in August 2015, I attended a 3 hours’ workshop on handling angry and
temperamental clients. According to knowledge acquired and imparted during the workshop
training, I was required to effectively manage complaints by providing clients with ample time in
addressing their issues. The aspect displayed my understanding and consideration of the customers
thereby being in a position to provide the best resolution taking into consideration the cost-benefit
concept.
