مسؤول علاقات العملاء – الخدمات المصرفية للأعمال

Job Responsibility:

• Effectively identify and respond to Business Banking client needs.
• Ensure completion of client transaction in timely and quality manner.
• Increase client satisfaction by providing high-quality service.
• Support the quality initiative by reducing transaction defeats and cycle time.
• Provide product and service information, advice and relevant products and services to customers to increase their awareness and promote their usage.
• Contacting client and getting missing documents.
• Execute relevant financial transaction for clients in line with service.
• Create and exploit opportunities to promote and sell a portfolio of products and services that meets the needs of existing and prospective customers to achieve the assigned sales objectives/standards.
• Maximize the referral opportunities from client interactions.
• Identify and act on sales and relationship –deepening opportunities to facilitate retention and continued relationship.
• Understand access channels (ATM, Internet banking, Phone banking, etc.) to proactively educate clients on access options.
• Apply and comply with relevant processes, procedures and controls to meet the unit’s needs while providing efficient service to customers.

Job Skills & Qualifications:

• High School / Bachelor Graduate
• At least 2 years of relevant experience in similar job

What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees

Responsibilities

1. Customer satisfaction and retention through effective service delivery at the branch

• Respond to business customer enquiries regarding account balances, product features, and transaction status, providing clear and accurate information.
• Resolve basic service issues and complaints in line with bank policy, escalating complex matters to the manager for prompt resolution.
• Facilitate onboarding of new business clients by guiding them through documentation requirements and ensuring all forms are completed accurately.
• Support the promotion of relevant retail banking products by identifying customer needs and referring qualified leads to the relationship management team.

Performance Measures:

• Quality of customer feedback and satisfaction scores for branch interactions
• Resolution rate of first-contact service queries without escalation
• Volume of qualified product referrals generated from branch interactions

2. Operational risk mitigation in daily transaction processing

• Verify business customer instructions for deposits, withdrawals, and transfers against established authorisation protocols.
• Check all supporting documentation for completeness and compliance with internal controls before processing transactions.
• Identify and flag any suspicious or unusual account activity in accordance with AML and CDD guidelines.
• Maintain accurate records of all transactions and ensure timely filing of required reports as per regulatory and audit standards.

Performance Measures:

• Absence of processing errors or unauthorised transactions in daily operations
• Compliance with AML, CDD, and internal control requirements
• Quality of documentation and audit trail maintained for all processed transactions

3. Business customer onboarding and KYC compliance

• Collect and review KYC documentation from new business clients, ensuring alignment with regulatory and bank policy requirements.
• Input accurate customer data into core banking and CRM systems, verifying all mandatory fields are completed.
• Liaise with compliance and operations teams to resolve documentation discrepancies or missing information.
• Educate clients on the importance of ongoing KYC updates and support periodic reviews as required by policy.

Performance Measures:

• Accuracy and completeness of KYC files for new and existing business clients
• Timeliness of onboarding process from initial contact to account activation
• Regulatory audit outcomes related to KYC and onboarding compliance

4. Branch service efficiency through process adherence and teamwork

• Coordinate with branch colleagues to ensure smooth handover of customer requests and timely completion of service tasks.
• Follow established branch procedures for queue management, appointment scheduling, and document handling.
• Support daily reconciliation of cash and non-cash transactions, reporting discrepancies to the manager immediately.
• Participate in regular team briefings to share updates on process changes, customer feedback, and service improvement opportunities.

Performance Measures:

• Consistency of adherence to branch operating procedures and process checklists
• Team feedback on collaboration and support during peak service periods
• Reduction in service delays or errors attributed to process lapses

Qualifications

• Diploma or higher qualification in Banking, Business Administration, or related field
• Completion of AML/KYC training modules
• Ongoing professional development in customer service or banking operations