Senior Officer, , CCS IBG & Govt ( Alain )

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KEY ACCOUNTABILITIES:

Possess hands on experience in handling walk in customers.
- Possess adequate skills in managing client service counter functions.
  - Act as the first point of contact for walk in clients, receive instructions/documents and attend client queries.
    - Carry out customer identification checks in line with standard operating procedure.
    - Handle day-to-day activities assigned by the unit head for all products pertaining to Corporate client services
      - Support relationship management teams by providing operational services and support to their clientele.
        Possess experience on cash management operation functions like inward and outward remittances, cheque clearing.
        Possess appropriate understanding on other cash management related products & procedures.
        Ensure complete adherence to the policies and procedures laid down by FAB for operations without compromise to controls set as per departments SOP.
        Review SOPs as per internal Audit and RMU requirement for the process handled.
        Ensure that designated processes are managed efficiently with a high degree of accuracy and timeliness.
        Maintain confidentiality of customer data in line with data leakage and prevention policy.
        Actively participate in systems changes / process enhancements / pan bank initiatives in timely and effective manner.
        
        Job Context :
        Ensure timely service to clients and arrange to provide appropriate service either directly or in liaison with other internal departments or branches.
        Receive customer requests/documents and provide acknowledgement back upon receipts.
        Deliver customer requests/documents through the counter and obtain acknowledgement from the customer upon delivery.
        Verify the authority of customers authorized representative while accepting delivering documents.
        Manage processing of inward /outward and account to account transfers.
        Handle processing of post-dated and current dated cheques without compromising the accuracy standards set by the unit.
        Attend & resolve queries on time from both internal & external customers.
        Provide appropriate statistics on MIS.
        Provide back hand support to Operations teams on: -
        Account Opening documentation
        Account maintenance activities
        Corporate Credit Card operation
        Cheque book request
        Balance confirmation letters
        Return Cheques
        Payments (Inward and Outward) related queries
        Charges related issues
        eChannel related issues
        Client Correspondence
        Exception handling
        Any other responsibilities assigned from time to time as part of job rotation exercise.
        
        FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:
        Functions within the framework and boundaries of Group policies as well as overall organizational governance.
        Services rendered are limited to Privileged Banking client Group.
        
        QUALIFICATIONS & EXPERIENCE:
        Minimum Qualification: Bachelor’s Degree / Higher Diploma
        Minimum Experience: Minimum 2 years of banking work experience specific to the job role.
        
        ANNEXURE: TECHNICAL & BEHAVIOURAL COMPETENCIES :
        Technical skill set – Proficiency in processing various banking systems and sound knowledge on Windows and MS Office.
        Proficient type writing skills.
        Display analytical and presentation skills.
        Ability to articulate thoughts clearly and communicate eloquently.
        Exhibit FAB’s core values at work.