Summary
Mashreq is hiring an Assistant Relationship Manager to support relationship managers and serve as a first point of contact for clients. The role covers banking service requests, customer inquiries and complaints, client onboarding, and keeping KYC documentation and records up to date. It also includes transaction checks, reporting, CRM updates, and coordination with compliance, operations, and audit teams. Applicants should be graduates with experience in banking or the service industry, strong interpersonal and negotiation skills, and good spoken and written English.
The posting
As published on mashreq.com. Pulled from the employer's site and shown as they wrote it.
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