Customer Service Representative - Kafr El Zayat Branch-(260000TW)
1.Ensure safe and proper custody of security items (credit cards/ debit cards/ cheque books/ pins/ documents and
acknowledgements) including handing over/ taking over, reconciliation and daily balancing of these items as per
SOP.
2. Initiation of customers KYC & Sig. amendments to be updated by the central operations
3. Support in the initiation of account opening application forms and sending them to the central operations for their
action.
4. Support in the input of asset applications and other customer related service requests on CRM and follow up on
cases until completion with respective teams
5. Receiving & Initiation of trade finance transactions to the central operations for their action.
6. Handle all queries about routed through other departments such as Customer Service, Call Centre, AFU,
Complaint Department, Compliance, Central Operations, CBE required reports …etc
7. Review and submit the certificates issuance requests to the centralized operations department while issuing the
Certificates only for the deviated customers.
8. Ensure the quality of received requests in terms of data completion, no missing documents to avoid rejections by
the central operations.
9. Receive and proceed request (Debit card issuance request, Deposit card issuance request, TDs all related
requests, Transfer request, Delegation request, Bank statement request, GTS & CPS new and amending
requests, Etc). .
10. Receive customers’ instructions and liaise with central operations departments and all support units for
transactions processing to ensure customers’ instructions are timely processed as per SLA & SOPs guidelines.
11. Fully serve customers and provide all after sales services to the walk-in customers in the lounge to better satisfy
customer needs.
12. Ensure handling all returned cases from central operations or any other concerned departments for being
discrepant in a timely manner to avoid customers’ dissatisfaction.
13. Ensure proper controls & checks over receiving applications from customer related to LCs, LGs, IDCs, …etc. and
ensure that it is sent to central operations correctly and efficiently.
14. Ensures filling all customers’ related documents are timely in an efficient, timely and secure manner, and
Commercial International Bank
according to bank’s SOPs and prevailing regulations.
15. Increase customers digital migration through educating/directing them towards bank digital channels.
16. Ensuring that Wealth offices & Lounges as per the design guide and branding, marketing material is up to date in
branch and lounge.
17. Handle AML request & Delinquencies follow-up in addition to any other follow up request.
Policies, Processes and Procedures:
18. Follows all relevant department policies, processes, procedures and instructions so that work is carried out in a
controlled and consistent manner. And recommend any changes that might be more efficient to the direct
supervisor.
Day- to-day operations:
19. Follows on the day-to-day operations assigned for the Customer service Representative and ensure continuity of
work.
Compliance
20. Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of
conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.
▪ Bachelor’s degree of commerce, business administration, accounting or its equivalent.
▪ Minimum 3-4 years of relevant experience.
Skills:
▪ Good command of English and Arabic languages.
▪ Quantitative and qualitative analysis
Egypt-Gharbia-KAFR EL ZAYAT BRANCH
KAFR EL ZAYAT BRANCH
Front Liner
RETAIL & COMMERCIAL BANKING
Day JobJob TypeFull-time Employee
No
Commercial International Bank was established in 1975 as a joint venture between the National Bank of Egypt (NBE, 51%) and the Chase Manhattan Bank (49%) under the name "Chase National Bank of Egypt”. Following Chase's decision to divest its equity stake in 1987, NBE increased its shareholding to 99.9%, changing the Bank’s name to Commercial International Bank (Egypt) S.A.E. NBE’s stake gradually decreased through several public offerings till reaching 18.7%. In 2006, a Consortium led by Ripplewood Holdings acquired NBE stake. In July 2009, Actis, a leading emerging markets private equity firm, invested US$ 244 million to get shares in CIB, acquiring hence 50% of the Ripplewood Holdings Consortium’s stake. Five months later, Ripplewood sold its remaining 4.7% stake over the open market, marking the successful transition of strategic partnership to be with Actis, who then became CIB’s largest shareholder with a 9.1% stake. In March 2014,Actis sold a portion of its holding, representing 2.6% of the Bank’s total outstanding shares, in the open market to a group of international investors. In May 2014, Actis, successfully realised its investment in CIB and sold its remaining 6.5% to Subsidiaries wholly owned by Fairfax Financial Holdings Ltd “Fairfax”.
CIB is Egypt’s leading private sector bank, offering a broad range of financial products and services to its customers, including enterprises of all sizes, institutions, households and high-net worth individuals. CIB strives to provide superior financial solutions to meet all customers’ needs. Having the strongest brand equity rightfully places CIB as the bank of choice for over 500 of Egypt’s largest corporations. CIB shows tremendous potential within the bourgeoning Retail and SME Banking markets. Through its superior management, high-operating standards, corporate governance best practices and training programs,CIB has succeeded in becoming the most profitable commercial bank operating in Egypt for more than 40 years.
