Provides excellent customer service, delivering service to customers that is synonymous with the consumer brand experience being promoted by the Bank
Establishes the identity of the Bank customer and facilitates the filling in of all the Customer Identification Program (CIP) questions, ensuring to clarify the process to the client throughout the process
Displays high personal/social skills towards keeping Clients at ease and in understanding the nature of their activities
Notes down all customer concerns and further requirements, and passes along to the appropriate Department
Maintains familiarity with both the basic Customer Due Diligence Survey as well as the Enhanced Due Diligence Questionnaire set up, and helps officers in converting answers into appropriate input into the system
Remains up to date with all KYC and AML regulations, both local and international, and all other applicable rules and guidelines
In cases of any conflict or if any issues are raised, ensures contact with the respective Client and facilitates the approved Action Plan towards resolving the issue, coordinating with Business Optimization for guidance
Oversees Customer Relationship Officers ability to resolve issues, and enables and guides them through the process
In cases of complexity, if requested by Customer Relationship Officers, aides in facilitating Action Plan to ensure high levels of customer satisfaction and efficient resolution of said issues
Sees to any additional request made by Division Head, Executive or Manager
