Job Purpose:

Deliver high-quality customer service to commercial and corporate clients by handling their daily requests, inquiries, and transactions in an accurate and timely manner. Ensure full compliance with the bank’s policies, service standards, and regulatory requirements while maintaining a strong focus on client satisfaction and relationship support.

Main accountabilities:

Client Service Delivery

• Handle all commercial clients’ daily service requests efficiently and accurately.
• Provide professional support for account maintenance, documentation, and product-related inquiries.
• Ensure proper coordination with relevant departments (Operations, Trade Finance, Credit, etc.) for timely resolution of client issues.
• Maintain a strong service orientation, ensuring all client interactions are handled with professionalism and responsiveness

Service Quality & Compliance

• Adhere to all internal procedures, service standards, and Central Bank of Egypt (CBE) regulations.
• Ensure all client documents and instructions are verified and processed in line with compliance and audit requirements.
• Monitor turnaround times and ensure SLAs are met to maintain service excellence.
• Report any irregularities or potential risks to the direct manager for escalation

Client Relationship Support

• Build and maintain positive relationships with commercial clients through proactive communication and support.
• Assist in resolving client complaints and ensure proper follow-up until full resolution.
• Identify opportunities to enhance client satisfaction and refer potential leads to the relevant business teams.

Operational Efficiency & Reporting

• Contribute to process improvements that enhance efficiency and customer experience.
• Prepare periodic reports on service activities, client feedback, and recurring issues.
• Support system testing or service enhancement initiatives when required.

Technical skills / Competencies

• Good knowledge of commercial banking products and services.
• Understanding of service operations, documentation requirements, and compliance processes.
• Strong communication and problem-solving skills.
• Proficiency in Microsoft Office and familiarity with core banking systems

Competencies

• Agility
• Leadership
• Customer focus
• Communication with impact
• Problem solving

Knowledge, Expertise and Experience

• Minimum 0 to 2 years of experience in Customer Service or Operations within the commercial or corporate banking field.
• Governance and Control
• Very Good written and spoken Arabic and English
• Bachelor’s degree in Business Administration, Commerce, or a related field
• Additional certifications in Customer Service or Banking Operations are an advantage.
• Proven experience in handling client servicing activities and ensuring service quality and compliance.
• Exposure to commercial client onboarding, account management, and transactional support is preferred