مساعد مدير علاقات العملاء – الخدمات المصرفية الخاصة، مكتب الرئيس والفريق المركزي

Relationship Management Support

• Handle low value clients for relationship management and act as a backup RM
• Support RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.
• Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation are updated on a timely basis.

• Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.

• Work on projects as required to enhance overall client experience and Partners/EAM experience, include. data availability to Partners/EAMs, maintaining proper data in systems

Customer Service

• Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.)

• Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios.

• Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined in SLA.

Risk management and Governance

• Ensure error free checking to avoid any financial losses to the bank

• Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.

• Ensure adherence to the KYC checklists & ensure no pending KYCs at your end.

Administration & Reporting

• Ensure all exception reports / outstanding expired client documents are regularized within the approved deadlines.
• Ensure the inhouse daily trackers at a unit level are updated daily and accurate.
• Provide regular feedback to LM on improving current processes / service-related issues

• Ensure effective handling of customer complaints/inquiries.

• Drive CRM and Face App usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are accurately recorded in CRM.

Governance and Audit

• Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries.

• Effective implementation of all audit recommendations and procedures as advised by Senior Management

• Refer all matters of non-routine nature to appropriate superiors

Knowledge, Skills and Experience

• Shall be a graduate with experience in banking / service industry/pleasant personality
• Must have good negotiation, decision making and superior interpersonal skills.
• Good command in spoken English, excellent writing skills & pleasant personality
• Conversant with local regulations and business environment & very customer oriented
• Ability to manage difficult situations