TRANSACTION MANAGEMENT• REVIEWS & APPROVES NON- FINANCIAL TRANSACTIONS PROCESSED & EXECUTED BY THE ACCOUNT SERVICE REPRESENTATIVE TO ENSURE ALIGNMENT WITH WORK PROCEDURES & MANUALS. • RESPONSIBLE FOR RECEIVING APPLICATIONS FROM SSRS RELATED TO ACCOUNT SERVICES, FUNDS, TIME DEPOSITS...ETC. AND ENSURE THEY ARE SENT TO CENTRAL OPERATIONS CORRECTLY AND EFFICIENTLY OR DELIVERED BACK TO CUSTOMERS TO MAXIMIZE EFFICIENCY & QUALITY• CHECK QUALITY OF REQUESTS RECEIVED BY SSR, THAT THE DATA ARE COMPLETE AND NO MISSING DOCUMENTS AND REPORT ANY ISSUES IS A TIMELY MANNER TO DEPUTY BRANCH HEAD FOLLOW UP• MANAGE CUSTOMER COMPLAINTS EFFICIENTLY DIRECTING THEM TO THE CONCERNED CHANNELS AND ENSURE THEY ARE FINALIZED IN THE SET TAT. POLICIES, PROCESSES AND PROCEDURES• FOLLOWS ALL RELEVANT DEPARTMENT POLICIES, PROCESSES, PROCEDURES AND INSTRUCTIONS SO THAT WORK IS CARRIED OUT IN A CONTROLLED AND CONSISTENT MANNER. AND RECOMMEND ANY CHANGES THAT MIGHT BE MORE EFFICIENT TO THE DIRECT SUPERVISOR• REVIEW ICU & AUDIT REPORTS TO AVOID ANY EXPECTED ERRORS AND RECTIFY EXISTING ONES DAY- TO-DAY OPERATIONS• FOLLOWS ON THE DAY-TO-DAY OPERATIONS ASSIGNED FOR THE ACCOUNT SERVICE REPRESENTATIVE AND ENSURE CONTINUITY OF WORK SUPERVISION• SUPERVISE VARIOUS ACTIVITIES AND WORK OF SUBORDINATES TO ENSURE THAT ALL WORK WITHIN A SPECIFIC AREA IS CARRIED OUT IN AN EFFICIENT MANNER AND IN COMPLIANCE WITH THE SET POLICIES, PROCESSES AND PROCEDURES COMPLIANCE• COMPLIES WITH ALL RELEVANT CBE REGULATIONS, BANKING LAWS, AML REGULATIONS AND INTERNAL CIB POLICIES AND CODE OF CONDUCT IN ORDER TO MAINTAIN CIB’S SOUND LEGAL POSITION AND MITIGATE ANY POTENTIAL RISKS

CIB – SERVICE REP. [2010 – 2013]JAN 10 – JUN 13• ENSURE THAT ALL CUSTOMERS' INTERACTION BEGINS WITH THE STANDARD SERVICE GREETING.• STRIVE TOWARDS MANAGING CUSTOMER EXPECTATION AND SPECIFIC REQUIREMENTS AND QUERIES FOR EACH INTERACTION.• BE VIGILANT AND ALERT ON ANY POSSIBLE FRAUDS AND RISKS AND PROVIDE CUSTOMER FEEDBACK TO DIRECT SUPERVISION.• PROVIDE CONTINUOUS FEEDBACK AND SEEK GUIDANCE, ASSISTANCE AND APPROVAL FROM DIRECT SUPERVISOR ON ANY IRREGULAR/OR SUSPICIOUS TRANSACTION.• COORDINATE WITH RETAIL OPERATIONS CARD PRODUCTION, BRANCHES AND OTHER UNITS TO RESOLVE ANY CUSTOMER PROBLEMS AND QUERIES.• INTRODUCE AND PROMOTE ALTERNATE CHANNELS TO CUSTOMERS TO REDUCE TRAFFIC IN BRANCHES.• CROSS SELL PRODUCTS BASED ON CUSTOMER POTENTIAL AND NEEDS WITHOUT AFFECTING THEIR PRIMARY WORK AND SERVICE STANDARDS.• SERVE CUSTOMERS AT THE BRANCH BY EITHER DIRECTING THEM TO APPROPRIATE COUNTER, MANAGING THE QUEUING SYSTEM OR BY UNDERSTANDING AND RESOLVING (WHEN POSSIBLE) THEIR INQUIRIES AND REQUESTS.• PROVIDE CUSTOMERS WITH BASIC INFORMATION ON ALL PRODUCTS/SERVICES.• HANDLE ALL ALLOCATED FUNCTION WITH STRICT ADHERENCE TO SET PROCESSES (STOP PAYMENT REQUESTS, EXTERNAL SIGNATURE VERIFICATIONS…ETC).• PERFORM ISSUING THE CERTIFICATES REQUESTED BY THE CUSTOMERS.• ENSURE SAFE AND PROPER CUSTODY OF SECURITY ITEMS (CREDIT CARDS/ DEBIT CARDS/ CHEQUE BOOKS/ PINS/ DOCUMENTS AND ACKNOWLEDGEMENTS) INCLUDING HANDING OVER/ TAKING OVER.• RESPONSIBLE FOR SPECIFIC CUSTOMER COMPLAINTS/INQUIRIES.• ENSURE ACCURATE RECONCILIATION AND DAILY BALANCING OF SECURITY ITEMS ARE CONDUCTED AS PER SOP.• DEVIATIONS AND EXCEPTIONS REPORTING IN BRANCH MONTHLY EXCEPTION REPORT IN A TIMELY MANNER.• IMPLEMENT “ANTI-MONEY LAUNDERING LAW” AND “KNOWS YOUR CUSTOMER” CONCEPTS.• MANAGE STATIONARY STOCK FOR BRANCH.

CUSTOMER SUPPORT COORDINATORCOLLECTION: OUTGOING – INCOMING (FCY) – IMMEDIATE CREDIT INSIDE / OUTSIDE CLEARING HOUSE• PROCESSING OF OUTGOING CHECKS.• RECEIVING CHECKS FROM CUSTOMER AFTER CHECKING (AMOUNT IN WORDS AND FIGURES, CURRENCY, DATE AND ENDORSEMENT).• REVIEW STAMP CHECKS, CODING, INPUT ON SYSTEM.• RECEIVING CASH LETTERS FROM BANKS OUTSIDE FOREIGN CLEARING HOUSE AND ITS IMPLEMENTATION VIA SWIFT (MT202) OR BANK DRAFT AS PER BENEFICIARY BANK INSTRUCTIONS.• RECEIVING RETURN CHECKS AND REVERSING IT ON SYSTEM AND INFORMING CUSTOMERS BY ADVICE.• SYSTEM TABLE UPDATE (COMMISSION / BANK CODES).• PROOFS (DAILY & MONTHLY).TRANSFER: OUTGOING & INCOMING TRANSFER – SWIFT AND BANK DRAFT.• APPLYING SOP MANUALS & POLICIES IN HANDLING ALL CLIENTS’ DOCUMENTS.• EXECUTING ALL CLIENTS TRANSACTIONS SAME DAY • EXECUTING ON MIDAS SYSTEM ALL INTERNAL TRANSFERS (BETWEEN CIB BRANCHES)• ENSURING HIGH QUALITY SERVICE AND SOLVING CLIENTS PROBLEMS & COMPLAINS EFFICIENTLY• ENSURING THE CLOSING OF ANY OUTSTANDING AUDIT COMMENTS.• PROMPT REPLY TO ANY CORRECTION NEEDED OR COMPLETION OF DATA.• APPLYING WIRE TRANSFER INTERNATIONAL REGULATIONS THROUGH GUIDING OUR CLIENTS TO FILL UP ALL THE DATA & INFORMATION’S REQUIRED IN OUTGOING TRANSFER PROCESS.• HANDLING INCOMING TRANSFER TRANSACTION ON SYSTEM (REVIEWING DETAILS: DATE, AMOUNT, BENEFICIARY, VALUE DATE AND COMMISSION).• SALARY & PENSION MANUAL BATCHES BY INCOMING CHECKS OR PAYROLL.• EXECUTING EGP & FOREIGN CURRENCIES Drafts• INCREASE BRANCH INCOME FEES THROUGH ATTRACTING NEW CLIENTS TO OUR BANK. TRADE FINANCE• GUIDING OUR CLIENTS TO FILL UP THE L/C OR THE L/G APPLICATIONS WITH THE DATA REQUIRED WITH FULL EXPLANATION OF EVERY POINT TO ENSURE THAT THE RIGHT INFORMATION’S • PRINTING PROOFS & PERIODICAL REPORTS ON MONTHLY BASIS• REPORT ITEMS DELAYED OVER THE TIME FRAME TO THE DEPUTY OR THE BRANCH HEAD WITH REASONS LEADING TO THAT.