Customer Service Manager.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

Job Description

• Therole is toactas theprimary point of contactforcorporatebanking clientsfortheir enquiries, service requests, and complaints.

  
  

• Theyareexpected to comprehend client requirements, togall suchrequirements withintheCRM,andalways strive for first point resolution (FPR) byresolvingthe request themselves.If thatisnot possible they areexpected tocorrectly identifyand escalateto therelevantstakeholders andtrackrequestto ensuretimelyresolutionin line with established TAT matrix.

  
  

• Theywillberequiredtoescalateanyissueswhicharependingatendofdaytothe Iteamheadandensurefollowuponnextworkingdayfortimelycompletion.

  
  

• Conduct detailed root causeanalysis (RCA) foranycustomer issuesencountered and addressany thematicissues by escalatingtothe team head and impacted departments to ensure properlong term fixes/changesare implemented as appropriate.

  
  

• ResponsibleforCSUdataandgovernancereportingtoHO

  
  

• ResponsibleforCRMsystem'senhancementsandprojectsforCRM

  
  

• Deputizing CSU Head in working groups and projects related toDigital transformation and product enhancements

  
  

• Actasafocalpointforall HOCXrelatedqueriesrelatedtolocaldataandKPI reporting

  
  

  Problem Solving

  
  
• Be well versed with product, services, solutions of the Bank's offering, as well as on
• problem resolution, escalation processes and problem tracking mechanisms.
• Demonstrate strong understanding of back office processes
• Able to manage conflict and resistance and ensure everyone keeps the customer as the main priority

• Able to navigate change and deliver end to end solutions

  
  

  Decision Making Authority & Responsibility,

  
  
• Complete independent RCA of all issues and complaints identified
• Proactively manage customers and stakeholder identified issues
• Proper and timely escalation of any overdue or critical issues

• Knowled2e, Skills and Experience

  
  

  Knowledge, Skill and Experience

  
  
• University graduate preferable with a minimum of 8 years of customer handling experience in the corporate banking space.
• Previous experience in corporate customer service is a must.
• Exceptional communication skills.
• Extensive knowledge of Mashreq products and services for corporate banking.
• Strong problem solving capabilities.
• Possesses customer centric vision and takes ownership end to end to surpass expectations.
• Shows constant drive and willingness to learn and develop.
• Able to build strong relationships with customers and works in a collaborative manner with internal stakeholders

The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.