Work Management

· Hold a full grasp and understanding of the Client Excellence & Service Delivery SOP and always operate in-line with the SOP guidelines.

· Hold a good knowledge and experience in Corporate Banking and specifically within the areas of: Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services

· Hold a strong knowledge of bank’s Products & Services across Loans, Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards and other Account Services.

· Awareness of other banks Product & Service offerings in the market is also beneficial

· Handle customers’ requests / complaints logged on iServe in a quick and efficient manner and ensure customers are satisfied with the response and service provided

· Raise awareness on iServe amongst bank’s staff and customers and drive utilization of the platform

· Promote the correct approach for logging queries and requests on the platform and not writing directly to back-office functions by customers and front-office staff

· Ensure effective coordination with other departments across the bank including Products, Sales, Operations, Trade, Credit, Clearing, Payments, Relationship Management, Branch Network etc. to help answer and close customers’ requests and issues.

· Help identify potential product / process enhancements in-line with the requests / complaints being received via iServe and effectively coordinate with other departments i.e. Products, Operations etc, to implement these enhancements

· Prepare daily, weekly & monthly reports relating to iServe to share with the Team Leader

· Support customers in onboarding onto our products and services by providing the necessary forms and guidance on filling out these forms. Including digital submission of eForms.

· Handout relevant digital leaflets and flyers to customers to promote bank Products and Services which are relevant for them.

· Advise customers on digital solutions provided by bank and how these could help the customer’s organisation.

· Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms.

· Effectively identify between the different bank segments and appropriately guide customers on how to be served based on their segments.

· Help customers to update their registered contact details as required to ensure they are able to use the iServe platform.

· Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling.

Service & Quality

· Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.

· Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.

· Log all complaints received from customers on the CRM for routing to the Complaints Handling Unit

· Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.

· Record all ideas and suggestion provided by customers on CRM for further analysis and action.

People

· Take active interest in self-development & competencies to hold higher responsibilities.

· Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.