About the Role
The role involves supporting Relationship Managers (RMs) and the EAM coverage desk in the onboarding process of clients, ensuring comprehensive documentation, Know Your Customer (KYC) compliance, agreements, and ongoing maintenance with complete ownership. The successful candidate will drive cross-selling of the company's Private Banking's in-house strategies, deposits, bespoke account solutions, and asset products to generate incremental Assets Under Management (AUM) and liabilities. This position also includes managing the lower end of the client base alongside RMs to enhance relationships and support the portfolio of the company's Private Banking clients by providing personalized and standardized service.
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Key Responsibilities
- Support Acquisition Managers in the company's International corridors by coordinating with relevant RMs to identify and generate new business opportunities.
- Conduct outbound calling exercises to promote non-investment related campaigns to existing private banking clients.
- Deliver superior customer service promptly and effectively within acceptable turnaround times while adhering to all controls.
- Ensure compliance with Private Banking policies, procedures, and Governance Key Performance Indicators (KPIs).
- Act as a backup for RMs while maintaining communication with all Partners and EAMs.
Relationship Management Support
- Handle low value clients for relationship management and provide backup support to RMs.
- Assist RMs by being the first point of contact for client inquiries and service-related activities across various channels.
- Help conduct proper KYC to fulfill compliance requirements and ensure timely updates of client documentation.
- Liaise regularly with group compliance on matters related to customer onboarding, escalations, and AML/KYC protocols.
- Collaborate on projects to enhance client and Partner/EAM experiences, ensuring data availability and accuracy in systems.
Customer Service
- Serve all banking needs including account opening, maintenance, complaint handling, and investment services.
- Generate account statements and investment portfolios to assist clients with portfolio analysis.
- Perform timely pre-processing checks for all customer requests, ensuring accurate transaction executions and daily tracker updates in adherence to service standards.
Risk Management and Governance
- Ensure error-free processes to avoid financial losses to the bank.
- Actively reduce rejects and referrals by accurately performing preprocessing checks.
- Adhere to KYC checklists, ensuring no pending KYCs remain unattended.
Administration & Reporting
- Regularize all exception reports and outstanding expired client documents within approved deadlines.
- Maintain daily accuracy of in-house trackers at the unit level.
- Provide regular feedback on process improvements and service-related issues to management.
- Effectively handle customer complaints and inquiries.
- Drive the usage of CRM and Face App to accurately record all customer interactions.
Governance and Audit
- Liaise with operations to address operational issues and work with RMs on resolving audit objections and queries.
- Ensure effective implementation of all audit recommendations and procedures as directed by senior management.
Operating Environment and Working Relationships
- Maintain a consistently high level of customer service, positively influencing the bank's image.
- Address all emails from external and internal customers in a timely manner.
- Maintain organization of the workspace, ensuring secure storage of customer documents and archiving of obsolete files.
Problem Solving
- Escalate issues in real-time to management with suitable resolution strategies.
- Ensure all exception reports and outstanding expired client documents are addressed within deadlines.
Decision Making Authority & Responsibility
- Recommend process changes to improve turnaround times for exceptional customer experiences.
- Take ownership of customer complaints, ensuring resolution to satisfactory closure.
- Ensure quality levels and standard of work meet customer expectations.
Knowledge, Skills, and Experience
- A graduate with experience in the banking or service industry, possessing a pleasant personality.
- Strong negotiation, decision-making, and interpersonal skills.
- Proficient in spoken and written English with a customer-oriented demeanor.
- Familiar with local regulations and business environments, including the ability to manage difficult situations.
