Mashreq

1 month ago

Service Associate, CCU.Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Manages a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints; acts as SME for Complaints Officers, guiding escalation and decision-making. Applies expert judgment to resolve issues where policy is unclear, ensures regulatory compliance, coaches teammates, and drives CAPA and process improvements through cross-functional projects to reduce complaints and boost customer satisfaction.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints.
•Provide expert judgment and impartial, evidence-based decisions when policy is unclear.
•Act as a subject matter expert (SME) and first-point escalation for Complaints Officers, offering guidance and technical advice on complex cases.
•Support the Complaints Manager in daily supervision and quality assurance of the team’s output.
•Assist in training and onboarding new team members on complaints procedures, systems, and best practices.

Key Requirements

•Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints.
•Serve as a subject matter expert (SME) and first-point escalation for Complaints Officers, providing guidance and technical advice on complex cases."
•Support the Complaints Manager in daily supervision and quality assurance of the team’s output.
•Assist in training and onboarding new team members on complaints procedures, systems, and best practices.
•Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk.

Experience:BankingFinancial servicesCustomer service

Education:Professional (JD, MD, etc.)

Skills:CommunicationProblem-solvingStakeholder managementTeam leadershipCoaching

Languages:English

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: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 month ago

Service Associate, CCU.Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints.
•Provide expert judgment and impartial, evidence-based decisions when policy is unclear.
•Act as a subject matter expert (SME) and first-point escalation for Complaints Officers, offering guidance and technical advice on complex cases.
•Support the Complaints Manager in daily supervision and quality assurance of the team’s output.
•Assist in training and onboarding new team members on complaints procedures, systems, and best practices.

Key Requirements

•Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints.
•Serve as a subject matter expert (SME) and first-point escalation for Complaints Officers, providing guidance and technical advice on complex cases."
•Support the Complaints Manager in daily supervision and quality assurance of the team’s output.
•Assist in training and onboarding new team members on complaints procedures, systems, and best practices.
•Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk.

Experience:BankingFinancial servicesCustomer service

Education:Professional (JD, MD, etc.)

Skills:CommunicationProblem-solvingStakeholder managementTeam leadershipCoaching

Languages:English

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: 3.3

Website LinkedIn Glassdoor