[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Mashreq Bank jobs](https://jobs.opennash.com/companies/mashreq-bank/) · [Search jobs](/search/) Mashreq Bank · Egypt # Senior Service Associate, CCU.Egypt- Customer Care Unit.Client Experience and Conduct Group-MBEGP Egypt On-site Senior individual contributor Listed on Mashreq Bank’s official careers site. Posted August 24, 2026. Check that it is still open and apply there. [Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6484) [OpenNash Jobs](https://jobs.opennash.com/) / [Mashreq Bank](https://jobs.opennash.com/companies/mashreq-bank/) / Senior Service Associate, CCU.Egypt- Customer Care Unit.Client Experience and Conduct Group-MBEGP ## Job description Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints (e.g., those involving legal, media, or regulatory escalation). Apply expert judgment and knowledge to resolve issues where policy or procedure may not be immediately clear, making impartial and evidence-based decisions. Act as a subject matter expert (SME) and first-point escalation for the Complaints Officers, providing guidance, coaching, and technical advice on complex cases. Support the Complaints Manager in the daily supervision and quality assurance of the team's output. Assist in training and onboarding new team members on complaints procedures, systems, and best practices. Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk. Develop and propose corrective and preventative action plans (CAPA) and policy/process improvements to senior management. Lead or participate in cross-functional projects aimed at enhancing service delivery and reducing complaint volumes. Ensure the complaints handling process remains compliant with evolving regulatory and legislative requirements. Investigate complaints thoroughly, gather relevant information and analyze Provide timely and accurate responses to customer inquiries and complaints. - Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers To maintain courteous, proactive and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints To visibly improve customer satisfaction scores and related survey results through complaint resolution - Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies - Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, Risk, Technology and legal teams, to investigate and resolve complaints effectively. Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations. Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis. Contribute towards team building and create positive energy to boost team’s productivity. ## At a glance - Posted by the employer: Aug 24, 2026 - First seen by OpenNash: Oct 13, 2026 - Last checked: Oct 20, 2026 - Listed for: 57 days - Location: Egypt - Work arrangement: On-site[Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6484) ## More jobs at Mashreq Bank ### [Associate - Ops-Imports MGN Egypt](https://jobs.opennash.com/companies/mashreq-bank/jobs/9df8220c9d1e9b6f331b/) Egypt ### [Forex Dealer](https://jobs.opennash.com/companies/mashreq-bank/jobs/a202ac2f98da3c433f2e/) Egypt ### [Manager Tech-Payments, Liquidity&Virtual Accounts.MGN EG - GTB Technology.Technology - MGNEGP](https://jobs.opennash.com/companies/mashreq-bank/jobs/2613ad7876e2bb553966/) Egypt ### [Program Delivery Manager](https://jobs.opennash.com/companies/mashreq-bank/jobs/459f9dbf30ac5c408601/) Egypt ### [Senior Associate - Ops-Imports](https://jobs.opennash.com/companies/mashreq-bank/jobs/c2f6e392131813c226ef/) Egypt ## Similar jobs at other companies ### [Retail Banking:CCU-Support & MIS](https://jobs.opennash.com/companies/axis-bank/jobs/3f5ae9bd4003e15da383/) Axis Bank · Bangalore ### [Registered Nurse - ICU/CCU - Night Shift](https://jobs.opennash.com/companies/munson-healthcare/jobs/23c8e33a68705689555b/) Munson Healthcare ### [Systems Engineer (Public Sector) - Egypt](https://jobs.opennash.com/companies/fortinet/jobs/6481a013a0f009933e66/) Fortinet · Cairo, Egypt ### [Tax Accountant | Siemens Egypt](https://jobs.opennash.com/companies/siemens/jobs/f4aa8cbb1e51ffdd7924/) Siemens ### [Payroll Specialist - GBS @ Siemens Egypt](https://jobs.opennash.com/companies/siemens/jobs/f426c8db33be793bdd6a/) Siemens OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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