About the Role
The Associate Relationship Officer will provide end-to-end operational and service support to the coverage team within Community Banking. This role ensures seamless execution of account opening, maintenance, and service-related activities for the assigned portfolio, while maintaining high service standards, documentation accuracy, and compliance with internal policies and regulatory requirements.
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Key Accountabilities
- Provide full operational and customer service support to the Regional Manager and assigned Relationship Managers.
- Manage end-to-end processing of account opening, maintenance, and service requests for portfolio clients.
- Review and prepare documentation, ensuring completeness, accuracy, and compliance with internal and regulatory requirements.
- Coordinate with internal departments (Operations, Compliance, Legal, Risk, etc.) to ensure timely execution of client requests.
- Support KYC/ODD updates, RIM alignments, licensing documentation, and client profile maintenance.
- Handle client routine enquiries within agreed turnaround times and escalate complex issues when required.
- Assist in complaint follow-up and resolution tracking.
- Monitor dormant/inactive accounts as well as expired licenses and signatories and highlight required actions to Relationship Managers.
- Ensure proper tracking of requests in relevant systems (CRM/BPM) and follow up on pending cases.
- Escalate risks, documentation gaps, or compliance concerns to the Regional Manager.
Specialist Skills / Technical Knowledge
- Basic knowledge of banking products and services.
- Attention to detail and quality control mindset.
- Strong coordination and follow-up skills.
- Customer focused and solution-oriented approach.
Required Experience
- Bachelor’s degree.
- Internship in customer service or administrative role (preferably in banking).
- Efficient and effective Computer & MS Office skills (Word, Excel, PowerPoint).
- Ability to work effectively in a team environment.
- Awareness of AML & Compliance related matters (training will be provided).
- Very good time management, planning, organization skills for accomplishing tasks against deadlines.
- Problem-solving skills.
