Yusr opens regional service hub in Cairo

RIYADH, 23 September 2025 — Yusr Bank today announced the opening of a regional service hub in Cairo, Egypt, operated together with its outsourcing partner Meridian Contact Solutions. The hub takes Yusr's customer care operation to genuine round-the-clock cover, with roughly 120 customer-care agents in place at launch and further hiring planned through 2026.

Since the Yusr app launched in the first quarter of 2025, the bank has passed half a million customers in the Kingdom. Contact volumes have grown with them, and not evenly: close to a third of all conversations now start after 9pm, and a small but stubborn share land between midnight and dawn — a declined card at a petrol station, a transfer that has not arrived, a login on a new phone. Until now those customers were answered by a small overnight rota in Riyadh. From today they are answered by a full shift.

The Cairo hub covers the same three channels as the Riyadh team, with agents working across all of them rather than being fixed to one queue.

One team in two places

Agents in Cairo work on the same servicing platform as the Riyadh team, with the same access to customer accounts, case history and previous conversations. A case opened on chat in the evening can be picked up on the phone the next morning without the customer repeating anything. Yusr's view is that this matters more than where the agent happens to be sitting: the answer a customer gets should be identical whichever team picks up.

Meridian agents complete the same six-week induction as Yusr's Riyadh staff, covering product, Saudi Central Bank conduct requirements, complaint handling and the bank's escalation ladder. Quality reviews are run jointly, against a single scorecard, and the Riyadh customer experience team keeps ownership of every complaint that reaches the formal stage. Arabic and English are both supported end to end.

Nobody plans to have a problem with their money at two in the morning. Telling somebody to wait until business hours to fix something that is worrying them tonight isn't service — it's a queue with better manners. From today there is always somebody awake at Yusr, and that person can see exactly what you see.

— Bandar Al-Mutairi, Head of Customer Experience, Yusr Bank

Meridian Contact Solutions has run contact operations for regional banks and telecoms from Cairo since 2011. The Yusr hub occupies a dedicated floor at Meridian's site in New Cairo, staffed by a team recruited and trained specifically for the account.

"Cairo has deep experience serving Gulf customers, and the talent pool here is genuinely bilingual," said Hala Fahmy, Managing Director of Meridian Contact Solutions. "Yusr came to us wanting one standard of service, not a cheaper night shift. That is the brief we have built to."

What happens next

Hiring in Cairo continues through 2026, with the team expected to pass 200 agents as customer numbers grow. Recruitment for team leaders, quality analysts and Arabic-language specialists is open now and listed on the Yusr careers site. The Riyadh care team, based at the bank's head office on King Fahd Road in Al Olaya, continues to lead on complex cases, complaints and regulatory correspondence.

Customers do not need to do anything. In-app chat and the phone line work exactly as before — there is simply someone there at three in the morning now.

— ENDS —