Banking Customer Resolution Specialist

Mashreq Corporate & Investment Banking Group; Egypt (PA); On-site; USD 42,000 - 65,000; Full time

Job summary

Mashreq Corporate & Investment Banking Group is seeking a dedicated complaints specialist to investigate and resolve customer issues across RBG and SME segments. You will collect relevant data, provide prompt responses, and ensure regulatory compliance while maintaining professional relations with internal teams.

The role emphasizes proactive customer service, accurate documentation, and collaboration with Operations, Compliance, and Risk to deliver swift resolutions and uphold high customer

Qualifications

• Should be proactive and customer focused without compromising the bank’s interest.
• Understanding of Retail Banking, SME, Neo products, processes and systems.
• Previous experience in customer service or complaints handling is advantageous.
• Excellent interpersonal and communication skills (English written and oral).

Responsibilities

• Investigate complaints thoroughly, gather information, and analyze.
• Provide timely and accurate responses to customer inquiries and complaints.
• Handle and resolve all unstructured and complex complaints for RBG/SME customers.
• Maintain service quality with internal and external customers ensuring timely resolution per SLAs.
• Document interactions and resolutions in the CRM and ensure regulatory compliance.

Skills

Customer service

Analytical skills

Communication

Teamwork

Proactive

Education

Graduate

Tools

Microsoft Word

Excel

Job description

Mashreq Corporate & Investment Banking Group is seeking a dedicated complaints specialist to investigate and resolve customer issues across RBG and SME segments. You will collect relevant data, provide prompt responses, and ensure regulatory compliance while maintaining professional relations with internal teams.

The role emphasizes proactive customer service, accurate documentation, and collaboration with Operations, Compliance, and Risk to deliver swift resolutions and uphold high customer