Job Description

• Please note this is a 6-month fixed term contract
• To organise, streamline and oversee the onboarding of New to Bank and Existing to Bank clients within the agreed service level agreements SLA.
• Collaborate closely with relevant business units and RMB product houses as per strategy to identify revenue opportunities
• Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
• Ensure full understanding of customer needs to deliver a quality service
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
• Communicate how customer service solution will be implemented and secures buy-in
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
• Ensure resolution of customer queries and complaints timeously and ownership of issues
• Analyse customer feedback to help improve customer service
• Propose ideas to improve customer service
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Communicate with the client across all onboarding stages to keep the client informed of the status
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve win-win outcomes
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
• Monitor customer feedback reports and align processes to maximise efficiencies
• Improve business decisions by providing accurate and reliable business intelligence information together with analysing trends and data
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
• Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management
• Manage the growth of active customer account base
• Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
• Develop and implement an area operational plan in achievement of Business objectives
• Respond to KYC status of clients while managing the requests received to on-board all new clients to the Bank includes client product and channel requirements
• Receive requests to facilitate on boarding or share KYC documentation with other lenders eg. agency, syndication and distribution
• Receive requests to issue KYC confirmation certificates to 3rd parties eg to Vistra for Plover SARL
• Prepare on-boarding documentation with existing client data and from third party sources to the extent available
• Communicate outstanding requirements to client in a client centric manner
• Receive responses from clients- address all queries and review returned documentation including FATCA/CRS within agreed SLA time includes escalation to Compliance if required
• Conduct screening and provide risk rating to EBS KYC Fulfilment for capturing into CDS
• Send complete KYC documentation to EBS fulfilment for creation of GS profile and capturing
• Complete facilitation and pre-population of account documentation for account opening, account maintenance and account closure processed for new and existing clients by collating necessary documents and forms and sending documents to the respective fulfilment area for processing and enactment.
• Comply with all relevant statutory, legislative, policy and governance requirements as well as set processes and procedures related to KYC and privacy.
• Is the custodian for all client data within allocated portfolio, ensuring data integrity
• Maintain and updating of client mandates including account signatories, resolutions and telephonic mandates.
• Supports and/or facilitates the documentation requirements to execute the client’s credit related activities including, but not limited to: credit application, credit facilities loading or reduction, commitment fees, age analysis and invoicing, excess reports and general facilities utilization reporting, with input from the Relationship Manager.
• Draft necessary letters as required by client from the bank, within authorized mandates e.g. letters of good standing.
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results
• 3 to 5 years experience in a Banking or Financial Services environment with client service, compliance / legal experience.