To provide prompt personalized and efficient customer service to the bank’s High Net Worth
Individuals (HNI), deepen existing customer relationships through cross sell thereby increasing customer share of wallet with the Bank
Support Gold Banking Relationship Managers with end to end processing of operational requestsAcademic
Bachelor’s degree in a business related field
Master’s Degree will be an added advantage
Customer Relationship Management Course
Communication Skills ( Harvard Management Mentor)
Customer Focus (Harvard Management Mentor)
Negotiation Skills (Harvard Management Mentor)
Certificate of Proficiency in Insurance (COP) will be an added advantage
Desired work experience:
Minimum 3 years’ experience in customer service role with a financial services institution.
In-depth knowledge of the local banking industry, banking products, banking services and banking regulations.
Good working knowledge and understanding of general commercial regulations and practices.
COP is highly desirable
Provide HNW clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
Ensure clients are aware of all the Privileges & Solutions offered under Private Banking
Manage and control the operations of the Private Banking Lounge to maintain the Centre as both an aesthetically pleasing and comfortable lounge
Ensure clients are aware of all other financial services offered by the bank
Use systems effectively for customer contact management, sales and service activity
Ensure delivery of service promise and practice brand values
Minimize client attrition
Ensure set Complaint Management processes are followed and TATs are met
Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
Strong responsibility for ethical selling to customers with complete disclosure about products and services
Ensure Portfolio supported is closely monitored and actions recommended are diligently executed
Ensure required approvals are obtained before authorizing payments
Ensure accounts are not overdrawn without authorization
Adherence to policies, procedures and statutory guidelines. Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML regulations.
Lead the process and confirm that closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews;
investigations or other assessment mechanisms are undertaken within the agreed time frame.
Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
Use data, information and insights to drive decision-making