Support Officer- Liabilities - NTB Coverage

Company Description

Now it's your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We're looking for the brightest and best to help us reach our goals and we'll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
Job Description

Job Purpose:

To support the Area Manager & Relationship Managers to grow a portfolio of liabilities customers in defined geographical markets in pursuit of specific sales, service, growth and opportunity targets.

Key Accountabilities:

Generic Accountability

• Deliver best in class services for CMB customers at the Business Banking desks. Ensure that customers are satisfied and are provided the best services
• Follow-up on origination and execution of customer transactions.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Serve as the main operational point of contact for key client relationships and deliver focused and professional client servicing.

Generic Accountability

• Deliver best in class services for CMB customers at the Business Banking desks. Ensure that customers are satisfied and are provided the best services
• Follow-up on origination and execution of customer transactions.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Serve as the main operational point of contact for key client relationships and deliver focused and professional client servicing.

Customer Onboarding

• Ensure client onboarding of New to Bank clients for Liabilities Business Accounts and Deposits mobilization
• Upselling /Cross selling to existing client base by marketing of all products of the bank including Trade unfunded products (100% cash backed proposition).
• Enable i-Banking Online platform channel Migration & Activation for all existing & NTB client base for superior client experience and enhanced revenues.
• Generate Referrals by referring clients to other coverage sales channels & Liability RMs, PB for Revenue generation products viz. TWC, PL Assets, Fx, Investments, Banca, Liabilities, WPS & Retail products.
• Ensures accuracy of all bank forms and documents executed by the customer.
• Identify, develop, enhance and maintain relationship with existing borrowing and non-borrowing customers.
• Implement a structured calling program to give effect to the relationship plan pertaining to existing customers.
• Maintain customer documents and files in accordance with bank's policies and procedures..
• Resolve and minimize pending limit expiry across borrowing portfolio.
• Timely response to internal and external emails and communications.
• Responsible for preparing and assisting in business banking customer requirements

Internal Processes :

• Adhere to the prescribed Sales & Compliance processes as per Bank's policies. Implement governance & controls to proactively identify, manage and minimize/mitigate potential losses to the franchise.
• Ensure strict adherence to Risk Control Assessment RCA process across all areas of Business Banking Department - Selling, Client Onboarding, Recruitment, Training, Performance Management, Human Resources, Fraud Control, Operations, and Client Application & KYC Documentation etc.
• Ensure customer onboarding and various other services to Business Banking customers are managed within current policies and procedures. Any deviations to be backed by requisite approvals.
• Ensure adherence of all prescribed internal processes to ensure satisfactory Audit Ratings by adherence of all prescribed processes
• Manage service delivery expectations of customers to sustain positive NPS score and minimise NPS detractors in the managed portfolio.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Ensures timely processing of all customer initiated transactions to enable increased share of wallet.
• Monitor transactions in customer accounts are in line with KYC
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines
• Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan

Branch Services Support :

• Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
• Retrieve and provide bank statement to customers as per request.
• Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions.
• Approve cheque book issuance and advise Branch in case any customer submits more than one cheque book request at one time.
• Approve cheque book issuance and advise Branch in case of past cheque return history in the account.

Account Services Support :

• Verify signature and place Original Seen Stamps as applicable for service requests as per SOP.
• Seek approval for reversal of force debited minimum balance charges and co-ordinate with Branch/ROPS for account closure for zero balance accounts.
• Receive customer request for FD creation and co-ordinate with Account Services for creation of FD.
• Diarise monthly deposit build-up of borrowing customers and co-ordinate for creating fixed deposit every month (as system functionality not available for recurring deposit / standing instruction)
• Receive customer request and coordinate processing liquidation of FD
• Obtain due diligence information and documents to update KYC as per applicable review frequency.
• Receive and coordinate processing of contact details update and KCP update.
• Receive and coordinate update of authorization to submit TT request and Cheque Book request and to collect Cheque Book.

Qualifications

Minimum Qualification

• Bachelor's Degree in Business Administration, Finance, Banking or a related major field of study is preferred

Minimum Experience

• 5 years' relevant experience in the Corporate, Commercial or Business Banking with at least 3 years in similar positions of progressively increasing responsibilities in the support function.