Senior Service Associate, CCU.Egypt- Customer Care Unit.Client Experience and Conduct Group-MBEGP

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Expert judgment","Impartial decision-making","Root-cause analysis","Coaching","Cross-functional collaboration"]

Manage complex, sensitive, high-risk, and executive-level customer complaints for RBG and SME customers. Apply expert judgment to resolve cases where policies are unclear, serve as the first-point escalation for Complaints Officers, and support daily supervision and quality assurance. Conduct thorough investigations and true root-cause analysis, identify trends, and propose CAPA and process improvements while ensuring compliance, confidentiality, and accurate CRM documentation.

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FursaFursa
Mashreq
Mashreq
2 days ago

Senior Service Associate, CCU.Egypt- Customer Care Unit.Client Experience and Conduct Group-MBEGP

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Last checked: 2 hours agoStatus: Live

Job Summary

Manage complex, sensitive, high-risk, and executive-level customer complaints for RBG and SME customers. Apply expert judgment to resolve cases where policies are unclear, serve as the first-point escalation for Complaints Officers, and support daily supervision and quality assurance. Conduct thorough investigations and true root-cause analysis, identify trends, and propose CAPA and process improvements while ensuring compliance, confidentiality, and accurate CRM documentation.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage and resolve complex, sensitive, high-risk, and executive-level customer complaints for RBG and SME customers effectively and within SLA/TAT.
  • •Act as SME and first-point escalation for Complaints Officers, providing guidance, coaching, and technical advice on complex cases.
  • •Support the Complaints Manager with daily supervision and quality assurance of the team’s output.
  • •Conduct in-depth complaint investigations, gather information, perform root-cause analysis, and identify trends and systemic failures.
  • •Develop and propose CAPA and policy/process improvements to senior management while ensuring regulatory compliance and accurate CRM documentation.

Key Requirements

  • •Apply expert judgment to resolve complex customer complaints where policy or procedure is not immediately clear.
  • •Thoroughly investigate complaints, gather relevant information, and perform true root-cause analysis (RCA).
  • •Ensure complaints are handled in compliance with evolving regulatory and legislative requirements, confidentiality standards, and bank policies.
  • •Serve as a subject matter expert (SME) and provide guidance, coaching, and technical advice on complex cases.
  • •Support timely, accurate complaint resolution within SLA targets and maintain service quality.
Skills:Expert judgmentImpartial decision-makingRoot-cause analysisCoachingCross-functional collaboration
Tech Stack:CRM

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
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