To deliver simply first class customer service to Wholesale Banking clients in all interactions for transactional enquiries, complaints, and other service-related issues.
•Responsible for serving as primary contact person for clients and SCB staff for advice, enquiries, complaints, etc.
•Deliver against agreed service standards.
•As a Service Partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank.
•Build relationships and rapport with key Platinum / Gold clients at the transactional / operational level.
•Be a clear service leader.
•Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors especially in Trade Products
•Provide the highest standard of customer service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
•Responsible for client satisfaction with service arrangements and delivery
•Work with internal stakeholders for service requirements, enquiries, and instructions
•Responsible for effective service recovery process through complaint logging and handling
•Maintain a professional SCB image through all interactions with clients
•Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities
•Prepare reports on enquiries/complaints, weekly activities and ensure submission weekly to the Head client service group
•Drive the Channel conversion project and ensure delivery of targets in this area
•Drive Channel Utilisations i.e. Straight2bank
•Fully maximize the capabilities of the Client Relationship Management tool in capturing of Client
•enquiries and Complaints.
•Conduct Client Visits in line with plans and ensure submission of report while ensuring all raised issues are addressed within agreed timelines with client
Risk & Control
•Comply with the process for customer identification
•Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
•Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
•Adherence to local regulations
•Assist in implementation of service and efficiency improvement initiatives in client service centre and facilitate transfer of best practice
Key & Platinum Clients Service
•Participate in the annual account planning with the RM and agree account service plan for the client.
•Deliver the service plan, including:
•Participating in annual Service Reviews with key clients. Reviewing service performance with the clients and generate ways to continuously improve service level standards
•On a selective basis, accompanying Wholesale Bank RMs on sales calls to sell our service capabilities and/or to resolve clients’ operational and service issues
•Leveraging on the VoC process and the relationship to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.
•Making proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, identify opportunities for channels and referrals for the business
•Build trusted partnerships with clients at the daily transactional / operational level
•Minumum 7 years banking experience
Organised and detail orientated
•Computer literate with the ability to learn customer service software applications
•Effective interpersonal and communication skills
•Good questioning skills
•Good analytical and problem solving skills
•Able to recognize basic styles of customer behaviour and how to adapt each style to create positive ‘chemistry’
•Able to identify, manage and create a balance between client need and operational risks
•Ability to multi task and handle pressure
•Advanced level product/process knowledge
•Sound WB banking operations experience including channels and channel usage