CMB CSR needed for HSBC Bank

To apply please click here.

Role Purpose

To interview and assist new and existing customers visiting the branch for opening new / additional accounts and / or for company structure / mandate changes – by ensuring correct and complete documentation

requirements are advised promptly at the first instance. .
To ensure customer queries are promptly responded to.
To provide a high quality customer service, while ensuring Bank’s operating procedures and compliance guidelines are adhered to, towards achieving maximum customer satisfaction
To record all complaints in CCL as per the Complaints Handling Policy guidelines and ensure prompt resolution within the SLA
To Ensure that all operations and processing relevant to the role are strictly in compliance with the procedures and guidelines laid down in FIM , BIM , Bank’s procedure manuals and department Instruction Book.
To strictly follow the Health, Safety, Fire and Security guidelines of the Bank.
Intra day custodian

of XXXXX( Mention the custody if any) .
To provide best in class transaction focused on Customer service excellency to clients who are approaching the branches for their requests related to

Trade , Guarantees and, general enquiries and any other support to enhance the overall customer experience.
To provide support to maximise revenue for existing/new relationships by identifying and converting potential cross-selling opportunities.
Principal Accountabilities

The job holder will be responsible for assisting in the day to day activities of the Business Management Egypt

CMB

and handling corporate account related operational issues and customer queries.

Needs to be fully conversant with Bank’s policies and internal guidelines (thro BIM/FIM etc.)

Read and understand the vital international requirements re-documentation/account opening and mandates /standing instructions/operational procedures/anti-money laundering and other regulatory guidelines to protect the Bank’s interest and to provide a superior customer service.

To be alert to operational risks and losses during the execution of their day to day responsibilities. Should an employee become aware of emerging or inadequately controlled operational risk, or identify an operational risk loss, they must report this to their line manager, ensure that it is reported to their local risk coordinator

To be fully conversant with the Information Security Risk (ISR) guidelines of the Bank and comply with the same .


Temporary RM for a portfolio of accounts listed in turquoise Exit project

Handle All customers related requests for general and transaction-specific trade enquiries (i.e. instruction change request, document delivery status DC opening enquiry, enquiry for INCO terms (UCP), advise cable message, updating Imp. Loan Repayments, details of trade outlets etc).


Follow up with customers for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies

Customers / Stakeholders

Handle local and International queries from corporate customers.


Ensure prompt action on customer requests relating to, payments clearing, auto pay,

inward payments, time deposits, under formation.

Acquire, retain and develop customer relationship in order to contribute towards achievement of sales and service goals.

Ensure charges / commission due from customers are collected for any manual work, as per standard tariff.

Focus on Cross referrals of customers to other Departments

(such as Advance, Premier) and to group offices.

Actively Cross sell Banks various products to increase profitability

Actively focus on moving customers to use electronic channels.

Deliver excellence customer service which is standardized in all the corporate branches

Ensure strict adherence to all related SLA’s .

Adopt a positive, flexible and quality-conscious approach to dealing with customer enquiries.

Handle customer issues/complaints with high quality customer service and appropriate flexibility.
Provide customers with information related to GTRF products.

Leadership and Teamwork

Contribute to the development and performance of the colleagues

Ensure Online and class room trainings are completed / attended to, towards enhancing self and the team’s job knowledge

Focus on practicing the true spirit of Team work concept, by sharing knowledge, assisting colleagues in resolving issues / completing their work targets