Customer Service Manager – Trade Specialist

About the role

The Customer Service Manager – Trade Specialist will serve as the primary point of contact for corporate clients’ trade and factoring inquiries. The role ensures end‑to‑end handling of requests, maintains service quality, and supports the Client Experience and Conduct Group within the Egypt Center of Excellence.

Key responsibilities

• Act as the focal point for all trade and factoring related corporate queries, providing end‑to‑end support.
• Identify and highlight potential issues in customer trade transactions and related processes.
• Coordinate with the Finance and Investment (FI) team to obtain necessary approvals for CIBG customer transactions.
• Adhere to unit Service Level Agreements (SLAs) and deliver the highest level of service to corporate clients.
• Escalate issues promptly to the direct supervisor or team leader for evaluation and further action.
• Maintain up‑to‑date records of all client trade enquiries and complaints in the CRM system.
• Analyse root causes of recurring problems and propose process improvements.

Required profile

• Strong understanding of trade and factoring operations within a corporate banking environment.
• Excellent communication skills and ability to manage client relationships.
• Proactive attitude with a focus on issue resolution and continuous improvement.
• Ability to work under SLA pressure and meet deadlines.

Required skills

• Experience using a Customer Relationship Management (CRM) system.