Mashreqbank PSC -

Egypt

Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
Ability to clearly identify Root Cause and propose process improvements
Timely logging of all queries in CRM

Responsibilities:

Provide highest level of service to Corporate Customers both in UAE & overseas
Understand client needs in order to effectively service the customers
Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
Daily interaction and activity coordination with all units of the Bank that contributes direct or indirectly to the business objectives and goals.
Regular interactions with OPS, TECH, FI, CIBG, and RBG.
Report suspicious transactions, system lapses to the Team leader / Unit Head
Strict compliance to established work instructions and operating procedures.
Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
Ability to analyse root of problems and define escalation processes and to track problem resolution

Qualifications:

University graduate preferable with minimum of 3-5 years’ experience in Corporate Customer service
Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.
Clear understanding of market dynamics and the ability to assess the market going forward.

Egypt