Client Service Officer, Corporate Banking

Job Description

Customer Service Manager, Corporate Customer Experience | Mashreq

The Tone:
This is a full-time role at Mashreq, located in Egypt. Mashreq is a leading financial institution, and this position plays a critical part in enhancing its corporate banking client experience. The role focuses on serving as the primary contact for corporate clients, resolving their needs efficiently, and contributing to the continuous improvement of customer service processes and solutions. This role is vital for maintaining strong client relationships and supporting the bank’s commitment to corporate customer satisfaction.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Egypt

• Team: Client Experience and Conduct Group-MBEGP, reporting up to the CSU Head
• Mission: Act as the primary point of contact for corporate banking clients, resolving inquiries, service requests, and complaints efficiently, and driving continuous improvement in corporate customer experience.
• Tech Stack: CRM system

What You’ll Actually Do
• Act as the primary point of contact for corporate banking clients for inquiries, service requests, and complaints.
• Resolve client requests at the first point of contact whenever possible, or accurately escalate and track issues to ensure timely resolution according to established metrics.
• Conduct detailed root cause analysis for customer issues and escalate thematic problems to ensure long-term fixes and appropriate changes are implemented.
• Contribute to CRM system enhancements and projects, and prepare CSU data and governance reporting for Head Office.
• Deputize the CSU Head in working groups and projects focused on digital transformation and product enhancements, serving as a focal point for Head Office CX queries.

The Must-Haves
• Background: University graduate with core domain knowledge in corporate banking.
• Experience: Minimum 8 years of customer handling experience specifically within corporate banking, with a proven background in corporate customer service.
• Skills: Exceptional communication skills; extensive knowledge of Mashreq’s corporate banking products and services; strong problem-solving capabilities, including detailed root cause analysis and knowledge of resolution processes; ability to manage conflict, navigate change, and consistently prioritize the customer; strong understanding of back-office processes related to banking operations.