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Marwa Coucha

Head of Customer Rights Unit - Compliance Department at Arab African International Bank

Based in Egypt

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Seniority

Director

Department

Other

Location

Egypt

Industry

Banking

Company size

4.4K

Contact information

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m•••••••@aaib.com

Phone

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Background

About Marwa Coucha

Arab African International Bank (AAIB) – Contact Center Deputy Manager & Head Of Complaint Management Unit · Managing the Complaint Management Team. · Providing complaint information to improve service and sales standards when requested. · Ensuring compliance with legal requirements, industry regulations and organizational policies. · Suggesting solutions for frequent complaints received. · Providing detailed summaries of complaints issues for operational meetings and forums. · Identifying complaint and other customer feedback trends which indicate where the Scheme can improve. · Analyzing complaints according to their severity, responsibility & remedy. · Negotiating suitable resolutions to complaints with customers under the direction of the Complaints and the bank set rules & policies. · Meeting with other managers to discuss possible improvements to customer service.

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