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

Mashreq Bank PSC; Egypt (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

Mashreq Bank PSC seeks an experienced Complaints Specialist to manage highly complex cases. You will act as SME, guide escalation, and support QA, training, and cross-functional projects to improve service delivery.

You will conduct deep RCA, develop CAPA actions, ensure regulatory compliance, and maintain high customer satisfaction with precise documentation in the CRM. This role emphasizes timely, accurate responses and collaborative problem solving.

Qualifications

• Expert judgment to resolve complex issues beyond policy.
• Ability to train and onboard new team members.
• Experience guiding Complaints Officers and QA processes.

Responsibilities

• Manage a reduced, specialized caseload of the most complex, high-risk complaints.
• Apply expert judgment to resolve issues where policy is unclear.
• Act as SME and first escalation for Complaints Officers with coaching.
• Support Complaints Manager in daily supervision and quality assurance.
• Assist in training and onboarding new team members on procedures.
• Conduct in-depth root-cause analysis and trend identification.
• Develop corrective and preventive actions (CAPA) and policy improvements.
• Lead or participate in cross-functional projects to improve service.
• Ensure compliance with evolving regulatory requirements.
• Investigate complaints thoroughly, gather information, and analyze.
• Provide timely responses to customer inquiries and complaints.
• Handle unstructured and complex complaints for all RBG, SME customers.
• Maintain service levels and TAT per SLAs.
• Perform RCA to address root problems affecting customers.
• Maintain courteous relationships with internal units to resolve issues.
• Strive to improve customer satisfaction scores and surveys.
• Document interactions and resolutions in the CRM with compliance.

Skills

Complaint handling

Root cause analysis

Regulatory compliance

Stakeholder communication

Coaching & mentoring

Tools

CRM system

Job description

• Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints (e.g., those involving legal, media, or regulatory escalation).
• Apply expert judgment and knowledge to resolve issues where policy or procedure may not be immediately clear, making impartial and evidence-based decisions.
• Act as a subject matter expert (SME) and first-point escalation for the Complaints Officers, providing guidance, coaching, and technical advice on complex cases.
• Support the Complaints Manager in the 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.
• Develop and propose corrective and preventative action plans (CAPA) and policy/process improvements to senior management.
• Lead or participate in cross-functional projects aimed at enhancing service delivery and reducing complaint volumes.
• Ensure the complaints handling process remains compliant with evolving regulatory and legislative requirements.

• Investigate complaints thoroughly , gather relevant information and analyze

• Provide timely and accurate responses to customer inquiries and complaints.
• Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers

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

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

• Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies

• Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, Risk, Technology and legal teams, to investigate and resolve complaints effectively.

• 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.

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