Customer Service Manager, CSU.CXC - CSU-Egypt COE.Client Experience and Conduct Group-MEGPCOE

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 

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.

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 analyze root of problems and define escalation processes and to track problem resolution

University graduate preferable with minimum of 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.