Specialist- Commercial Banking - bankfab

Company Description

Job Description

JOB PURPOSE:

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

KEY ACCOUNTABILITIES:

This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.

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  Customer Excellence :

o Formulate & manage end to end process for all customer communication

o Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members product managers and relevant stakeholders.

o Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit

o Support implementation of KYC related projects and initiatives

o Ensure the Onboarding/KYC team processes cases within agreed TAT / SLA.

o Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

o Obtain customer information and reply to AML alerts raised on assigned accounts within timelines.Coordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan

o Seek approval and followup for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.

o Coordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request..

o Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals

o Coordination with branch for special clearing of cheques delivery of return cheques to customer PO box.

o Coordination with branch for issuance of foreign currency demand drafts / managers cheque

o Follow up with branch for tracking of requests (in case of direct submission of requests in branch eg: TT requests / any other maintenance reques

o Proactively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience

Job Context

Evaluate Existing Business Processes & propose Process Improvements

Creates processes and integrates voice of the customer insights into crossfunctional 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

FRAMEWORKS BOUNDARIES & DECISION MAKING AUTHORITY:

Process excellence

Customer experience

Qualifications

QUALIFICATIONS & EXPERIENCE:

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