Commercial Customer Service Officer/ Senior Officer

Job Purpose:Deliver high-quality customer service to commercial and corporate clients by handling their daily requests, inquiries, and transactions in an accurate and timely manner. Ensure full compliance with the bank’s policies, service standards, and regulatory requirements while maintaining a strong focus on client satisfaction and relationship support.Main accountabilities:Client Service DeliveryHandle all commercial clients’ daily service requests efficiently and accurately.Provide professional support for account maintenance, documentation, and product-related inquiries.Ensure proper coordination with relevant departments (Operations, Trade Finance, Credit, etc.) for timely resolution of client issues.Maintain a strong service orientation, ensuring all client interactions are handled with professionalism and responsivenessService Quality & ComplianceAdhere to all internal procedures, service standards, and Central Bank of Egypt (CBE) regulations.Ensure all client documents and instructions are verified and processed in line with compliance and audit requirements.Monitor turnaround times and ensure SLAs are met to maintain service excellence.Report any irregularities or potential risks to the direct manager for escalationClient Relationship SupportBuild and maintain positive relationships with commercial clients through proactive communication and support.Assist in resolving client complaints and ensure proper follow-up until full resolution.Identify opportunities to enhance client satisfaction and refer potential leads to the relevant business teams.Operational Efficiency & ReportingContribute to process improvements that enhance efficiency and customer experience.Prepare periodic reports on service activities, client feedback, and recurring issues.Support system testing or service enhancement initiatives when required.Technical skills / CompetenciesGood knowledge of commercial banking products and services.Understanding of service operations, documentation requirements, and compliance processes.Strong communication and problem-solving skills.Proficiency in Microsoft Office and familiarity with core banking systemsCompetenciesAgilityLeadershipCustomer focusCommunication with impactProblem solvingKnowledge, Expertise and ExperienceMinimum 0 to 2 years of experience in Customer Service or Operations within the commercial or corporate banking field.Governance and ControlVery Good written and spoken Arabic and EnglishBachelor’s degree in Business Administration, Commerce, or a related fieldAdditional certifications in Customer Service or Banking Operations are an advantage.Proven experience in handling client servicing activities and ensuring service quality and compliance.Exposure to commercial client onboarding, account management, and transactional support is preferred