Senior Virtual Relationship Manager - NB - TARU(MGN Pakistan)

Job Purpose

• Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance
• To achieve assigned non-financial target by emailing and calling the customers.
• Adherence to KYC/ AML and relevant product SOPs to safeguard the bank from potential loss / AML fraud & ensure ethical behavior
• Responsible for quality & soundness of assigned Platform/NEOBiz (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc.).
• Follow up on EDD queries, DTR queries, Referrals to avoid any delay in outward remittances
• No breach of Customer Experience Conduct or Customer Protection Regulation standards

Key result Areas

• Prompt resolution of any referrals raised by the respective internal teams/ stakeholders like CPC, DTR, compliance etc.
• Coordinate with the customers for all EDD queries raised by the CPC and Compliance.
• Adherence to KYC/ AML and relevant product SOPs to safeguard the bank from potential loss / AML fraud & ensure ethical behavior
• Understanding and use of Flex cube, CRM, side viewer, and any other relevant identified system
• Ensure to action all the cases within the TAT
• Support the Customer for timely Updating of KYC/ Turnover variance in line with the bank’s requirement by coordinating with the SME compliance and SME Business Governance team
• Follow up on EDD queries, DTR queries, Referrals to avoid any delay in outward remittances
• Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance
• Assisting compliance/AML/FP&I & all governance units without tipping off a customer
• Adhering to all regulatory requirements followed by the bank
• Work closely with SME central teams, compliance & all governance units
• Operation risk management through active reporting analysis
• No breach of Customer Experience Conduct or Customer Protection Regulation standards

Operating Environment, Framework and Boundaries, Working Relationships

• Operates in an assigned business environment where the interface with customers is over the telephone, email.
• Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking.
• The Job holder needs to work closely with branches, SME central teams, compliance & all governance units.
• Adherence to SOP & ensuring quality service to the NEOBiz-portfolio.

Problem Solving

• Complaint resolutions are mostly related to explaining procedures or providing information regarding Platform/NEOBiz banking. First point resolution,
• Getting to root cause analysis and reversals of charges where necessary as per ADM.

Decision Making Authority & Responsibility

• The job requires the job holder to possess skills to review customer relationships, bank’s policies, and financial objectives to take decisions on charges reversal, account maintenances,
• Operation risk management through active reporting, analysis 7 monitoring
• Limited to certain functions which enable on-the-spot Monitoring.

Knowledge, Skills and Experience

• University graduate (Preferably with some finance / Banking or math’s component)
• Excellent knowledge of business banking products
• Minimum 1-3 years of experience in business banking
• Good knowledge in compliance and AML
• Excellent communication skills (Oral and written)
• Very customer focused
• Good knowledge of Microsoft tools (Word, excel & PowerPoint)