Job Summary

•   To handle day-to-day new and existing Premium customer requests received by the Relationship Representative/RM. 

•   To assist Relationship Representative/RM in completing/processing their customers’ transactions/ requests in order to provide timely and quality service to add overall Premium value.

•   Perform follow-up duties and activities for Premium Customers.

Key Accountabilities

A.   Premium Banking Relationship officer 

•   Handle all Premium Banking customers service requests in an accurate and timely manner.

•   Spot opportunities for Upgrades and downgrade to maintain enriched Premium Portfolio.

•   Ensure all requests are completed, authorized, and submitted to Back Office for processing within agreed SLA.

•   Any errors and rework in the files to be monitored and corrected within agreed SLA.

•   As a custodian, manage customer cheque books, cards and any other documents as per policy and business requirements. Responsible for maintaining the relevant Premium registers

•   Liaise with internal departments to process customer requirements and follow up to conclusion.

B.   Premium Banking Process Facilitation

•   Assist Relationship Representative/RM in completing required formalities as per customer’s needs and CBQ requirements (checking, preparing and forwarding to relevant departments for further processing/storing).

•   Conduct follow ups and monitoring for customer applications with regards to established guidelines and service standards to ensure all customer requests are processed in a timely manner.

•   Identify opportunities to streamline processes, automate repetitive tasks, and improve operational efficiency within the back-office functions.

•   Collaborate with cross-functional teams to implement process improvements, system enhancements, and workflow optimizations that enhance productivity and service quality.

C.   Continuous Improvement

•   Contribute to the identification of opportunities for continuous improvement in systems, processes and implementing best practices geared to reduction of costs and making overall improvements.

• •   Coordinate with internal departments and external service providers to resolve client concerns and escalate complex issues as necessary, ensuring timely resolution and client satisfaction.

Skills

Other Accountabilities

D.   Policies, Systems, Processes & Procedures

•   Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

•   Adhere to regulatory guidelines, compliance standards, and internal controls governing premium banking operations, including KYC (Know Your Customer) and AML (Anti-Money Laundering) procedures.

E.   Statements and Reports

•   Assist in the preparation of timely and accurate departmental statements and reports to meet CBQ and department requirements, policies and standards.

F.   Quality, Health, Safety, & Environment 

•   Ensure all relevant quality, health, safety and environmental procedures, instructions and controls are adhered to so that the safety of self, customers and all employees, quality of products/services and environmental compliance standards are maintained

G.   Related Assignments

•   Perform other related duties or assignments as directed.   

•   Manage and handle the adhoc activities assigned by line manager or department head and complete it with in the given timelines.

•   Maintain open, honest and transparent communications and relations with all stakeholders.

Education

• Bachelor’s Degree, in Business-related major