Commercial Customer Service Sr Officer

Job Purpose

A member of the Commercial Services Unit (Operation) aiming to provide proactive , exceptional and exemplary services to the Commercial Banking Customers A member of a Unit established to be the principal point of contact for CSEs to assist in all customer dealings related to transactions and account/s inquiries, investigations and complaints including guidance and information on Bank’s products and services on offer. Maintaining and improving high levels of customer satisfaction by providing quick and accurate responses and owning and resolving queries efficiently within agreed service levels. Demonstrating pro-active approach to customer care, operational risk control and by utilizing knowledge of products and services to turn around investigations and inquiries in the shortest possible time to exceed customer expectations.

Main accountabilities and approximate time split

Main Accountabilities: Service

Time Split: 85% Develop and maintain good and professional contacts with team members of the Operations Unit.

Work together with the Operations Team to suggest and implement positive steps towards efficient and error free processing. Advise the CSE team of customer education points within their transactions to ensure swift processing of requests. Update the MIS and Service Quality Manager with metrics and cumulative analysis of nature and types of inquiries and investigations, working towards Root Cause Analysis in order to reduce volumes as well as eliminate recurring problems. Update all issues, inquiries and investigations into CRM for MIS generation and statistical analysis of volumes received within the Services Unit. Work with Operations Team in fine tuning existing Service Level Agreements to always work towards improvement of working culture as well as meeting and exceeding customer expectations as well as taking care of special requests. Ensure that each fax is distributed to the relevant operations team for processing and confirm that action has been taken on the request. Before end of day, ensure that the Operations Team have generated a report of all pending / unprocessed transactions with valid and justified reasons for their non execution. This list needs to be circulated to the Services Team in order to keep the client updated on the status of their transactions. Participate in the rotational training on Trade and Treasury Operations Products and Services to ensure that all round performance is provided in the event of contact by the Services Team. Participate in the learning of transactional processing as this would help in accessing short cuts and quick access to system related information. Always ensure that each case, inquiry and / or investigation handled is resolved and closed with an understanding of its’ origin and initiation. Focus must to laid on assuring that the post mortem of cases and investigations leads to their elimination and reduction for effective and proficient running of the Services Unit. Meet and Greet customers (as per allocation) at branches/service centre assisting walk-in clients with inquiries, transactions and cheques. Ensure that all Corporate Customer transactions are within their Sanction ‘Terms & Conditions’

Main Accountabilities: Business Management

Time Split: 15% Monitor and Track personal and unit performance including identification of gaps, if any.

Contribute to environment of mutual support by sharing knowledge and best practices with other team members. Be aware of the implications of ‘Chinese Wall’ situation and ensure that legal requirements are met. Put customer always First, but ensure that there is no compromise to the Banks’ reputation and legal risk. Complete all requirements in terms of Training related to Compliance, Sanctions, AML, Adopting Customer Service Skills, Risk and Controls, Unit Requirements and Commercial Banking Expectations.

Technical skills / Competencies

Skills Required To Undertake The Role

Basic Computer skills including working knowledge of Microsoft Word, Excel, Power point and Outlook. Proficient in use of Banks’ mainframe system (Flexcube) and CRM. & Modbank Ability to communicate at all levels both with the Bank and with Commercial Clients. Proven Organizational Skills

Competencies – Recruitment

Communication and Influence – core Teambuilding / Team Player – core Service Excellence – core Drive for Results – core Planning and Organizing – core

Competencies – Development

Orientation to Learn – core Quality, High Standards and Controls – core Living / Building the Brand – core

Knowledge, Expertise and Experience

Knowledge, Qualifications/ Experience

Good knowledge of products and services frequently used by Corporate/Business Banking customers including features, and set-up arrangements. Good knowledge of internal instructions/procedures. Good knowledge of the roles and responsibilities of other members of the Relationship Team/Corporate Relationship Support Team. Awareness of the products and services offered by the Personal Sector

Primary Location

EG-City Stars Building HQ, Al Qahirah , 1 Omar Ibn El Khat

Job Type

Permanent/Regular

Posting Range

24 Sep 2017