Key Result Areas

Manage cash transactions through Teller counters at the new branch model.
Strive towards managing customer expectation for each interaction.
Minimize customer attrition and reduce liability & service application rejections.
Customer acquisition through sales to walk-ins
Take ownership of customer complaints and take them to resolution.
Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
UBO will be responsible for the achievement of KPI's on personal Banking Products as well as cross selling other segment Products.

Operating Environment, Framework and Boundaries, Working Relationships

Ensure compliance to policies and processes targeting Zero operational losses.
Improve on service levels at the branch and take ownership of customer complaint for resolution.
The UBO will have to handle customer with different demographics, without any bias on nationality, income or race.
UBO is expected to work amicably with all support units and CCU and DBC to deliver a fulfilling experience without Channel disparity.
The UBO is required to maintain good working relationships with clients to ensure in-depth understanding of the client's business to achieve PB, & MG objectives.

Problem Solving

The UBO will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Branch).
UBO has to deal with all financial transactions problems whether cash shortage or excess or possibility of frauds.
Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.
UBO has to log every customer complaint, inquiries and forward to Right Unit.

Decision Making Authority & Responsibility

The UBO will be empowered to take decision on financial and non-financial issues of the customer (i.e. financial empowerment for waivers of charges on customer account).
UBO will be empowered to put recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.

The leading financial institution in MENA

While more than half a century old, we proudly think like a challenger, startup, and innovator

in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate To help customers find their way to Rise Every Day, partnering with them through

the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.

Universal Banker.Egypt- Distribution - Al Horeya Branch.