Specialist Commercial Banking Role

Job description / Role

Job purpose:

To support the area manager and relationship managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities.

Key accountabilities:

Customer excellence:

• Formulate and 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.
• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit.
• 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 relationship managers by branches, call center, or client services and attend till resolution of complaint or query response.
• Obtain customer information and reply to AML alerts raised on assigned accounts within agreed timelines for issuance of liability letter or no liability letter and subsequent settlement of loan.
• Seek approval and follow-up for reversal of charges incorrectly debited and not as per schedule of charges in agreed charges.
• Coordinate with customer and branch in case of callback failures at branches for transactions.
• Retrieve and provide bank statement to customers as per request.
• Arrange high value cash withdrawals and arrange approval for foreign currency withdrawals.
• Coordinate with branch for special clearing of cheques and delivery of returned cheques to customer PO box.
• Coordinate with branch for issuance of foreign currency demand drafts or manager's cheque.
• Follow up with branch for tracking of requests (in case of direct submission of requests in branch, e.g., TT requests or any other maintenance request).
• 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 and propose process improvements.
• Create processes and integrate voice of the customer insights into cross-functional action plans.
• Drive root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues.
• Formulate and manage end-to-end process for all customer communication.

Frameworks boundaries and decision-making authority:

• Process excellence
• Customer experience

Qualifications and experience:

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

Remote work: No

Employment type: Full-time

Key skills:

Building construction, logistics and procurement, account management, communication, client services, JBoss