- Assist Business Banking clients in completing their digitally initiated onboarding journey in the shortest possible time, while ensuring complete adherence to the bank’s control standards.
- Maximise the number of digital account applications successfully completed every month (i.e. account opened), and maximise the level of client experience throughout the process
- Perform end-to-end review of customer initiated NEOBIZ and BCA applications to ensure completeness of applications and submission of mandatory documents by the clients. Provide expert guidance to clients as needed.
- Take end-to-end ownership of each allocated application, to ensure it is processed and turned around within the defined timelines, coordinating with key stakeholders and interacting with the clients
- End-to-end ownership of customer initiated NEOBIZ and BCA applications in the Web Portal (for pre-screening) and BAW (application workflow)
- Minimise TAT for allocated applications and maximise STP rate.
- Pre-screen all allocated applications in the Web Portal to ensure that the level of documents and information provided meets the banks standards completely.
- Minimise or eliminate instances where other units later discover an error in the application, thus maximizing STP rates
- Strong and consistent follow up with clients to ensure that any information requests raised by Governance/ Compliance/CCAM are well understood by the clients and responded in the shortest possible time
- Understand client’s issues related to the application and the bank’s queries, and advise the client appropriately, such that the final application meets the banks risk standards and the client experience is maximised
- Ensure that CRM system is updated continually with case status for all allocated applications
Display high level of risk awareness, especially regarding AML, Sanctions and Operational Risks, and deep familiarity with the banks onboarding processes and controls.
- Strong ability to communicate with clients, both in written form and verbally
- Time management discipline and ability to work in a structured way
- Attention to detail, and ability to apply policies and controls consistently
- 4-6 years of banking experience, preferably in SME banking. Previous exposure to Operations, Control Functions or Sales is preferable
- Knowledge of banks SOP, Operation Procedure Manual (OPM), Procedures Manual (APPM) , AML & KYC Policy, SME Account Opening and Compliance
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