• Therole is toactas theprimary point of contactforcorporatebanking clientsfortheir enquiries, service requests, and complaints.

  
  
• Theyareexpected to comprehend client requirements, togall suchrequirements withintheCRM,andalways strive for first point resolution (FPR) byresolvingthe request themselves.If thatisnot possible they areexpected tocorrectly identifyand escalateto therelevantstakeholders andtrackrequestto ensuretimelyresolutionin line with established TAT matrix

• Theywillberequiredtoescalateanyissueswhicharependingatendofdaytothe Iteamheadandensurefollowuponnextworkingdayfortimelycompletion.

  
  

• Conduct detailed root causeanalysis (RCA) foranycustomer issuesencountered and addressany thematicissues by escalatingtothe team head and impacted departments to ensure properlong term fixes/changesare implemented as appropriate.

  
  

• ResponsibleforCSUdataandgovernancereportingtoHO

  
  

• ResponsibleforCRMsystem'senhancementsandprojectsforCRM

  
  

• Deputizing CSU Head in working groups and projects related toDigital transformation and product enhancements

  
  

• Actasafocalpointforall HOCXrelatedqueriesrelatedtolocaldataandKPI

  
  
• reporting.
• University graduate preferable with a minimum of 8 years of customer handling experience in the corporate banking space.
• Previous experience in corporate customer service is a must.
• Exceptional communication skills.
• Extensive knowledge of Mashreq products and services for corporate banking.
• Strong problem solving capabilities.
• Possesses customer centric vision and takes ownership end to end to surpass expectations.
• Shows constant drive and willingness to learn and develop.
• Able to build strong relationships with customers and works in a collaborative manner with internal stakeholders

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