ACCOUNT SERVICES AGENT

JOB PURPOSE:

To process the daily operations related to Digital Onboarding accounts across all digital platforms, such as WE Partnership and WE Wallet channels, etc. This includes handling digital customer applications received through various digital platforms for account opening, activation, amendment, suspension, and maintenance of digital banking and wallet products. The role ensures the accuracy and integrity of customer data on bank systems by validating, updating, and rectifying any discrepancies, while providing effective support to digital customers. This position aims to deliver a seamless digital onboarding experience, enhance service quality, increase customer satisfaction, and reduce reliance on physical branch operations.

KEY ACCOUNTABILITIES:
Description

1. Handle daily operations related to Digital Onboarding applications by receiving, reviewing, and processing customer requests for opening, activating, amending, suspending, or closing digital accounts and wallets through WE Partnership and WE Wallet digital channels, in accordance with approved SOPs and within agreed TAT.
2. Review and validate all digital onboarding documentation based on predefined checklists to ensure completeness, accuracy, and compliance with regulatory and internal requirements.
3. Perform customer eligibility and screening checks for digital onboarding customers, including verification against AML, OFAC, and negative lists, and escalate flagged cases to the relevant AML or Compliance teams for assessment and guidance .
4. Ensure accurate entry, update, and maintenance of customer data on bank systems to reflect digital onboarding requests and correct any discrepancies to maintain data integrity.
5. Prepare and maintain daily tracking logs for digital onboarding applications received through different digital channels to support monitoring, reporting, and data consistency.
6. Prepare periodic reports highlighting defective applications, recurring issues, and operational risks to support performance analysis and continuous process improvement.
7. Coordinate with internal stakeholders and digital service providers to resolve operational or technical issues impacting digital onboarding journeys, ensuring timely resolution and service continuity.
8. Provide support to digital onboarding customers by handling inquiries, follow-ups, and service requests to ensure a smooth onboarding experience and high customer satisfaction.
9. Maintain proper filing and archiving of all digital onboarding records and applications to ensure easy retrieval for audits, reviews, or senior management requests.
10. Complete all assigned tasks within agreed turnaround times (TAT) and in alignment with department objectives, project timelines, and business priorities.
Policies, Processes and Procedures:
11. Follow all relevant department and bank policies, SOPs, process guides and approved checklists to ensure consistent and controlled execution.
12. Record compliance with procedures in system notes and support evidence collection for control units and audits; do not interpret or change policies.
Day-to-day management
13. Process assigned operational queues and tasks within defined TATs and SLAs; priorities by risk and urgency as directed by the supervisor.
14. Escalate items that require approval, remediation or compliance intervention to the appropriate owner per the escalation matrix.
Compliance:
15. Comply 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.

JOB PURPOSE:

To process the daily operations related to Digital Onboarding accounts across all digital platforms, such as WE Partnership and WE Wallet channels, etc. This includes handling digital customer applications received through various digital platforms for account opening, activation, amendment, suspension, and maintenance of digital banking and wallet products. The role ensures the accuracy and integrity of customer data on bank systems by validating, updating, and rectifying any discrepancies, while providing effective support to digital customers. This position aims to deliver a seamless digital onboarding experience, enhance service quality, increase customer satisfaction, and reduce reliance on physical branch operations.

KEY ACCOUNTABILITIES:
Description

1. Handle daily operations related to Digital Onboarding applications by receiving, reviewing, and processing customer requests for opening, activating, amending, suspending, or closing digital accounts and wallets through WE Partnership and WE Wallet digital channels, in accordance with approved SOPs and within agreed TAT.
2. Review and validate all digital onboarding documentation based on predefined checklists to ensure completeness, accuracy, and compliance with regulatory and internal requirements.
3. Perform customer eligibility and screening checks for digital onboarding customers, including verification against AML, OFAC, and negative lists, and escalate flagged cases to the relevant AML or Compliance teams for assessment and guidance .
4. Ensure accurate entry, update, and maintenance of customer data on bank systems to reflect digital onboarding requests and correct any discrepancies to maintain data integrity.
5. Prepare and maintain daily tracking logs for digital onboarding applications received through different digital channels to support monitoring, reporting, and data consistency.
6. Prepare periodic reports highlighting defective applications, recurring issues, and operational risks to support performance analysis and continuous process improvement.
7. Coordinate with internal stakeholders and digital service providers to resolve operational or technical issues impacting digital onboarding journeys, ensuring timely resolution and service continuity.
8. Provide support to digital onboarding customers by handling inquiries, follow-ups, and service requests to ensure a smooth onboarding experience and high customer satisfaction.
9. Maintain proper filing and archiving of all digital onboarding records and applications to ensure easy retrieval for audits, reviews, or senior management requests.
10. Complete all assigned tasks within agreed turnaround times (TAT) and in alignment with department objectives, project timelines, and business priorities.
Policies, Processes and Procedures:
11. Follow all relevant department and bank policies, SOPs, process guides and approved checklists to ensure consistent and controlled execution.
12. Record compliance with procedures in system notes and support evidence collection for control units and audits; do not interpret or change policies.
Day-to-day management
13. Process assigned operational queues and tasks within defined TATs and SLAs; priorities by risk and urgency as directed by the supervisor.
14. Escalate items that require approval, remediation or compliance intervention to the appropriate owner per the escalation matrix.
Compliance:
15. Comply 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.

Qualifications & Experience
• Bachelor’s degree of commerce or equivalent
• For Processor: Min. 0-3 years of banking experience

Skills
• Good Command of English language
• Good communication skills
• Accuracy and attention to details
• Proficient in MS Office (Excel, Word, PowerPoint); familiarity with core banking (T24) and channel platforms (GTS/FBCC/CPS/ACH/MobPay or equivalents) is an advantage

Qualifications & Experience
• Bachelor’s degree of commerce or equivalent
• For Processor: Min. 0-3 years of banking experience

Skills
• Good Command of English language
• Good communication skills
• Accuracy and attention to details
• Proficient in MS Office (Excel, Word, PowerPoint); familiarity with core banking (T24) and channel platforms (GTS/FBCC/CPS/ACH/MobPay or equivalents) is an advantage

B211- Financial District, Smart Village, Cairo - Alex Desert Road (1211)