Officer, Customer Support

The day-to-day responsibilities of the proposed role will include, but not limited to

• Customer Insight and Market Research: Build a strong understanding of our portfolio, BB Customers’ unmet needs, and use these insights to develop value proposition strategy, conduct market research.
• Presentation preparation and development: Develop written and verbal communications to inform and align with key decision makers and demonstrate real business impacts.

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.

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• 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.

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.