وصف الوظيفة
- Managing service needs of walk-in SME customers. To ensure that SE Account Manager’s involvement in operational issues is brought to minimum level
- Execution of maintenance activities including KYC handling and Compliance related activities and exception handling
- To ensure ‘superior customer service’ delivery and being the single point of contact for SE AM’s handling all escalated and complex customer complaints effectively in a timely manner
- Maximize cross-sell opportunities by referring the leads to the SE Account Manager
- Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
- Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
- Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
- Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
- Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
- Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
- Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.
- Update line manager on daily business activities for better controls.
- Update all customer interactions on CRM.
- Handles all allocated functions with strict adherence to set processes.
- Enhance usage of Alternate Delivery channel.
- Assists RMs in conducting day to day transitions.
- Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.
- Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required
Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts
- Banking Sales & Service experience
- Excellent communication and objection handling skills.
- At least 2 years+ relevant banking experience in local or international market
- Graduate
- Positive attitude, strong work ethics & good team player.
As per the organization’s competency framework, the job holder needs to possess minimum level of
competencies as mentioned below.
- Customer Focus
- Commitment to results
- Interpersonal Relationships
Attention to details & quality
