Job Description

JOB SUMMARY / INTRODUCTION

To support the Area Manager & Relationship Managers to grow their assigned portfolio in defined geographical markets covering service and customer support related activities.

KEY RESPONSIBILITIES

• Internal Collaboration
• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit.
• Develops relationships and coordinates with team members and other departments to meet client service expectations.
• Support implementation of KYC related projects and initiatives.
• Ensure the Onboarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.
• Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan.
• Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals.
• Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.
• Co-ordination with branch for issuance of foreign currency demand drafts / manager’s cheque.
• Follow up with branch for tracking of requests (in case of direct submission of requests in branch eg: TT requests / any other maintenance request.
• Customer Acquisition Support
• Analyses and reviews of new applications and recommends cases in view of prescribed policy.
• Checks availability and validity of supporting ID and legal documents, verifies attestation of original documents, applications, employment and contact point.
• Does the data entry in relevant on boarding system.
• Reviews and conducts any required rework (due to pricing / condition changes or validation of old approval) and recommends case to the line manager.
• Develop monthly performance reports and other ad hoc reports requested by the line manager.
• Customer Service Support
• Supports assigned team in opening of new accounts for customers and coordinates.
• Works closely with the assigned team on day-to-day relationship management activities and ensure offering high-quality services according to the bank's standards.
• Audits and reviews original documents and assure that they are filled and saved.
• Ensures all regulatory, audit and compliance requirements are in place, and all the internal controls are in order to maintain highest standards of operational efficiency minimize the operational losses and reduce the number of near misses.
• Formulate & manage end to end process for all customer communication.
• Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.
• Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience.
• Evaluate Existing Business Processes & propose Process Improvements.
• Creates processes and integrates voice of the customer insights into cross-functional action plans.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues.
• Formulate & manage end to end process for all customer communication.

REQUIREMENTS / QUALIFICATIONS

• Graduate with at least 3 years relevant local market knowledge in retail banking product and services.
• Sound compliance, ops or product or sales governance background.
• Customer obsessed, change focused pragmatist.
• Good communication & interpersonal skills.
• Process excellence.
• Customer experience.

Skills

• Process excellence.
• Customer experience.
• Sound compliance, ops or product or sales governance background.
• Good communication & interpersonal skills.