PURPOSE OF THE ROLEThe Officer, Corporate Banking Service Centre (CBSC) provides excellent customer service to the Bank’s non-personal clients and follows up to reach resolution on clients’ requests and enquiries and is the contact point in country for solving client issues, in adherence to controls, compliance procedures and policies of the Bank. The incumbent completes transaction monitoring for all client types and completes periodic file reviews with focus on low-risk customers in country domiciled.
MAIN ACCOUNTABILITIES- Supports client onboarding activities, collecting documents and undertaking primary level verification for completeness, timely document digitization and upload to provide support within the client onboarding process to ensure onboarding activities are aligned to AML / ATF mitigating controls, as per policy and framework, and completed within a timely fashion.
- Completes annotations on low-medium risk client transactional activity providing trend analysis against client risk profile and potential activity thresholds to identify any anomalies and escalate to Compliance as required.
- Conducts periodic reviews of low-risk clients in line with the Bank’s AML / ATF compliance guidelines and monitors, follows and reports non-compliant customers for receipt of appropriate documentation to ensure that the review thresholds are met and avoid regulatory fines and deficiencies.
- Addresses / responds to client complaints, queries, requests and escalates accordingly within service level agreements (SLA), identifying any root causes to ensure client service standards and the customer experience service matrix are achieved and for early identification of any potential losses or reputational damage.
- Maintains & services assigned portfolio of low-risk clientele within country to ensure that client expectations are met, build loyalty, expand wallet share and maintain service standards evidenced through benchmarked net promoter score (NPS).
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED- Minimum of 3 years banking experience in customer service or banking operations
- Proficient in handling both client and internal queries
- Moderate understanding of banking operations and how they related to risk management measures and protocols
- Working knowledge and experience of compliance requirements for non-personal clients including company structures and enhanced due diligence practices
- Knowledge of products and services offered to non-personal clients, including cash management, Corporate Internet Banking, merchant services, bill payments, payroll services, wires, treasury, and foreign derivatives sales (FDS).
- Understanding of KYC requirements as they relate to periodic client reviews (low-risk clients), specifically on customer due diligence components work in conjunction with transaction monitoring
- Knowledge of the risk policies and procedures.
- High school diploma