Overview
Universal Banker.Egypt- Distribution – Al Horeya Branch. Jobs in Egypt at Mashreq
Title: Universal Banker.Egypt- Distribution – Al Horeya Branch.
Company: Mashreq
Location: Egypt
Key Result Areas- Manage cash transactions through Teller counters at the new branch model.
– Strive towards managing customer expectation for each interaction.
– Minimize customer attrition and reduce liability & service application rejections.
– Customer acquisition through sales to walk-ins
– Take ownership of customer complaints and take them to resolution.
– Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
– UBO will be responsible for the achievement of KPI’s on personal Banking Products as well as cross selling other segment Products.
Operating Environment, Framework and Boundaries, Working Relationships- Ensure compliance to policies and processes targeting “Zero” operational losses.
– Improve on service levels at the branch and take ownership of customer complaint for resolution.
– The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.
– UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.
– The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client’s business to achieve PB, & MG objectives.
Problem Solving
– The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).
– UBO has to deal with all financial transactions problems whether cash shortage or excess or possibility of frauds.
– Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.
– UBO has to log every customer complaint, inquiries and forward to Right Unit.
Decision Making Authority & Responsibility
– The UBO will be empowered to take decision on financial and non-financial issues of the customer (i.e. financial empowerment for waivers of charges on customer account).
– UBO will be empowered to put recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.
