Mashreq Bank Careers | وظائف خالية فى البنوك المصرية

  Mashreq Bank Careers  | وظائف خالية فى البنوك المصرية 2021


ظائف خالية في البنوك,اعلان وظيفة شاغرة,اعلانات الوظائف,اعلانات توظيف,اعلانات التوظيف,اعلانات وظائف,اعلان عن وظائف
  Mashreq Bank Careers  | وظائف خالية فى البنوك المصرية 

Mashreq Bank announces a new job through its official page in Linkedin


Service Associate, Customer Care Unit


About Mashreq Bank


  • Mashreqbank PSC (Arabic: بنك المشرق‎ Orient Bank) is the oldest privately owned bank in the United Arab Emirates.

  • It was founded as the Bank of Oman in 1967.

  • Today Mashreq provides conventional and Islamic personal banking services including deposits, loans and credit cards; conventional and Islamic investment banking services

  • including corporate finance and investment advisory on mergers and acquisitions, initial in public offering and underwriting; conventional and Islamic asset management

  • services including wealth management.

  • Mashreq Bank has 12 overseas offices in nine countries, including Europe, the United States, Asia and Africa.

Duties and Responsibilities


  • To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers.

  • To administer, co-ordinate, monitor and report on the above.

  • To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers.

  • To maintain courteous, proactive and resolution oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints.

  • To visibly improve customer satisfaction scores and related survey results through complaint resolution.

  • To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs.

  • To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - branches, MOL, emails, mails, phone banking and various channels.

  • Resolve/escalate all customer complaints assigned within agreed TAT.

  • Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.

  • Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.

  • Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis.

  • Maintain and track Technology issues and mass incidents reported.

  • Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.

  • Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

  • Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review / measure improvement in process/product.

  • Contribute towards team building and create positive energy to boost team’s productivity.

Qualifications & Experience


  • Graduate with 1 to 5 years complaints handling experience in banking.

  • Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication.

  • Excellent inter-personal and communication skills (written and oral) – English and Arabic.

  • Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.

  • Advanced skill in Microsoft Excel and PowerPoint.

  • Thorough knowledge of features and benefits of all products and services of the bank.

  • Good organizational skills with ability to perform as a team player.

  • Ability to work under pressure, result oriented, ability to multi-task & adapt to change.

  • Possess positive attitude & willingness to learn & take ownership.

  • Actively looking for ways to improve processes.


For more details and how to apply for the new job, through the bank’s official page in Linkedin from here


You can also view the latest Egyptian banking jobs 2021 from here



وضع القراءة :
حجم الخط
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تباعد السطور
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