Customer Service Manager, Trade Specialist

 Customer Service Manager, Trade Specialist- Egypt CoE

Mashreq Bank 

Job Purpose:

The role is to act as focal point of contact for end-to-end handling of all Trade & Factoring related queries received from corporate clients. They are expected to escalate and resolve potential issues related to customer trade transactions and associated processes to relevant stakeholders, whilst adhering to all relevant SLAs and CX standards. They are required to follow up on all trade related FI approvals for CIBG customer transactions. They will also be required to ensure to escalate any issues in a timely manner to their direct supervisor for onward evaluation and further escalation

They will be required to maintain up-to-date records of all client enquiries / complaints via the CRM. They are expected to have the ability to clearly identify root cause of issues and propose process improvements. 

Key Result Areas:

Deliver excellent proactive and reliable trade service to clients, as measured via internal/external metrics

Ensure end-to-end solutions to the satisfaction of the client.

Engage RMs, Product Sales, Operations partners and other key internal stakeholders to solve client’s trade related transactional issues. (This will not include decisions on special pricing or financial /credit decisions).

Manage queries relating to charges computations and SOC queries pertaining to trade transactions.

Demonstrate understanding of back office processes 

Knowledge, Skills, and Experience:

Exceptional communication skills with complete command over spoken and written English. Arabic advantageous

University graduate preferable with a minimum of 5 years in Trade, Factoring and Operations, with an additional 3 years of experience in corporate customer service / client facing role. – FI experience advantageous

Deep knowledge of banking technology applications such as Flexcube, CRM, payment platforms, operational processes activities, etc.

Excellent comprehension skills and understanding of customer requirement

Possesses customer centric attitude with willingness to learn & take ownership

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