Job Purpose
- Supporting the RMs and EAM coverage desk with onboarding process of Clients, documentation, KYC, agreements and ongoing maintenance with complete ownership
- Drive cross-selling of Mashreq Private Banking in-house strategies, deposits, bespoke account solutions, asset products to generate incremental AUM and liabilities.
- Manage low end of client base with RM end to end for relationship enhancement
- Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service.
- Support Acquisition Managers in Mashreq International corridors by coordinating with relevant RMs in those markets to identify and generate new business opportunities
- Supporting the RMs and EAM desk with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls.
- Providing superior customer service promptly & effectively within acceptable TATs & without compromising on controls.
- Adherence to Private Banking policies/ procedures & SOPs / ADMs / Governance KPIs
- Act as a backup of RMs and be in touch with all Partners / EAMs time to time.
Work closely and effectively with other internal customers / stakeholders.
Relationship Management Support
- Handle low value clients for relationship management and act as a backup RM
- Support RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.
- Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation are updated on a timely basis.
Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.
Work on projects as required to enhance overall client experience and Partners/EAM experience, include. data availability to Partners/EAMs, maintaining proper data in systems
Customer Service
Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.)
Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios.
- Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined in SLA.
- Risk management and Governance
Ensure error free checking to avoid any financial losses to the bank
- Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.
Ensure adherence to the KYC checklists & ensure no pending KYCs at your end.
Administration & Reporting
- Ensure all exception reports / outstanding expired client documents are regularized within the approved deadlines.
- Ensure the inhouse daily trackers at a unit level are updated daily and accurate.
- Provide regular feedback to LM on improving current processes / service-related issues
Ensure effective handling of customer complaints/inquiries.
- Drive CRM and Face App usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are accurately recorded in CRM.
- Governance and Audit
Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries.
- Effective implementation of all audit recommendations and procedures as advised by Senior Management
Refer all matters of non-routine nature to appropriate superiors
Operating Environment, Framework and Boundaries, Working Relationships
To ensure that a consistently high level of customers service is maintained thus contributing positively to the image of the Bank.
Ensure mails received from both external and internal customers are handled on a timely basis.
Ensure all filing cabinets / drawers / customer documents are stored & locked at the end of day and all obsolete files / registers are regularly sent for archiving.
Keep the work area clean and tidy.
Problem Solving
- Raising & escalating issues in real time to the LM with suitable resolution solutions.
- Ensure all exception reports/ outstanding expired client documents are regularised within the approved deadlines.
Decision Making Authority & Responsibility
- Recommend process changes to improve TATs to deliver exceptional customer experience
- Take ownership of customer complaints and handle it till final resolution.
- Take responsibility for closure of all exception reports
- Ensure quality levels and quality of work done for our customers
Knowledge, Skills and Experience
- Shall be a graduate with experience in banking / service industry/pleasant personality
- Must have good negotiation, decision making and superior interpersonal skills.
- Good command in spoken English, excellent writing skills & pleasant personality
- Conversant with local regulations and business environment & very customer oriented
Ability to manage difficult situations.
