Key Responsibilities
- Execute day-to-day onboarding tasks while ensuring service standards are consistently met.
- Maintain accurate documentation and ensure compliance throughout onboarding and service processes.
- Respond to client inquiries related to movements and holdings, escalating complex issues as necessary.
- Provide direct product support to clients, escalate unresolved matters, and report client feedback on custody services.
- Build and maintain strong relationships with key clients and internal stakeholders.
- Assist in responding to routine inquiries from entities such as MCDR (Misr for Central Clearing, Depository and Registry), stock exchanges, and brokers.
- Collaborate with custody operations teams to resolve issues and ensure smooth transaction processing.
- Track and follow up on documentation requests with internal departments (e.g., Legal, Operations).
- Compile and analyze data on fees, account volumes, and client acquisition trends.
- Collect and report insights from market surveys and competitor analysis.
- Prepare records related to income collection and ensure readiness for audits.
- Support the implementation of changes to custody products and services.
- Contribute input for marketing materials, presentations, and product brochures.
- Execute user acceptance testing (UAT) and review results to ensure proper implementation.
Investigate and resolve client complaints in coordination with Consumer Rights Protection, Compliance, and Governance teams, in accordance with established policies, procedures, and service-level agreements (SLAs).
Minimum Qualifications
- Bachelor's degree in Finance, Business Administration, Economics, or Accounting
Minimum Experience:
- 0–3 years in custody, investment services, or Customer Service
Job-Specific Knowledge & Skills:
- Basic understanding of custody products and investment solution.
- Basic skills in client relationship support and follow-up
- Understanding of regulatory requirements related to custody and investments
- Basic analytical skills for client account monitoring
- Very good command of MS Word & MS Excel.
Personal Skills
- Good communication and interpersonal skills
- Client-focused and service-oriented
- High attention to detail and accuracy
- Team player supporting senior relationship managers
- Professional, reliable, and eager to learn
