Senior Officer, , CCS IBG & Govt ( Alain )

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.