Ahmed Elaidy

- Handled high volumes of client inquiries related to international wire transfers, payment statuses, and account discrepancies via CRM platforms, resolving issues accurately and within agreed timelines.
- Communicated with Arabic-speaking and English-speaking corporate and retail clients daily, delivering clear, professional, and compliant responses across all channels.
- Guided clients through complex cross-border payment processes including SWIFT MT103 and MT202 transactions, explaining procedures in plain language to ensure full client understanding.
- Investigated and resolved transaction discrepancies and payment disputes, coordinating with internal teams and external correspondent banks to deliver timely and accurate outcomes.
- Applied AML policies, sanctions screening, and internal risk controls on every interaction, maintaining a zero-breach compliance record throughout tenure.
- Trained and mentored junior team members on CRM workflows, compliance procedures, and client communication standards.

- Supervised daily client-facing operations for retail banking and auto loan products, ensuring all team interactions met quality and compliance standards.
- Supported customers throughout the loan application process by explaining requirements, answering questions, verifying documentation, and providing status updates with clarity and empathy.
- Monitored team performance and coached agents on communication techniques, query handling, and documentation accuracy to improve overall service quality.
- Collaborated with branch management to streamline client workflows and reduce average handling time, resulting in measurably improved customer experience scores.

- Processed high-volume financial transactions and client account updates with a documented 99.9% accuracy rate across seven years of continuous service.
- Handled client transaction validation, account reconciliation, and discrepancy resolution, serving as a reliable point of contact for escalated client issues.
- Contributed to internal process improvement initiatives that resulted in a 20% increase in team operational efficiency.
- Maintained detailed records of all client interactions and transactions within CRM systems, ensuring full auditability and regulatory compliance.

- Processed foreign currency cheques, cash deposits, and withdrawals for international clients, delivering accurate and efficient service across multiple currencies.
- Assisted clients in understanding foreign exchange processes and conversion rates, providing clear explanations in Arabic and English.
- Implemented transaction optimization practices that reduced processing errors and improved overall foreign exchange operational efficiency.