Service Officer, Client Excellence

Provides effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries and requests received by walk-in customers which may related to Trade, Payments or other Account Services.

In addition to attending walk-in customers, staff will also have to attend daily operational duties such as letter preparation, document management, and asset reconciliation/balancing.

The candidate is expected to be able to foster close relationships with important corporate clients and adopt a friendly and open approach.

In addition, candidates should have a keen eye for making department improvements with a particular consideration for digital.

The Service Officer acts as the front-line for customer communication and cross-selling hence the candidates must be able to sell / cross-sell confidently.

Principal Accountability:

• Hold a full grasp and understanding of the Service Desk SOP and always operate in-line with the SOP guidelines.
• Handle walk-in customers in a quick and efficient manner and ensure customers are satisfied with the response and service provided
• Receive original applications / documents for processing transactions from clients (All types of Trade and non-Trade requests) and ensure they are scanned into EDMS/Open Text for further processing by respective departments as per Standard Operating Procedures, with necessary follow-up until end to end completion of transactions
• Maintain full custody of all original documents, with proper record for easy tracking, full reconciliation and delivery of same to clients with proper acknowledgement and file as per the SOP
• Providing outstanding statements and reports for Trade and Non-Trade requests as per the SOP and based on customer request and authentication.
• Prepare different types of letters requested by customers in-line with the SOP and Legal guidelines
• Manage the inventory of Chequebooks, Cheque Returns, Statements and other relevant account service items
• Prepare daily, weekly & monthly reports relating to the work and documents in custody of the WBG Service Desk
• Issuance of guarantees against 100% cash margin over the counter.
• As required liaise with other departments across the bank including Institutional and Corporate Banking and Operations to ensure customers are provided the necessary support to conclude their request/query and ensure the maximum volume of queries are resolved first time, at the Service Desk.
• Act as first point of contact in understanding customer s requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status, and any transaction related reports etc.
• Effective management of the QMatic system and ensuring customers always take a ticket when visiting the branch
• Respond to all emails received relating to work at the Service Desk within timelines and relevant responses and with the knowledge of the respective RM/RO (as required)
• Handout relevant leaflets and flyers to customers to promote CBD Products and Services which are relevant for them
• Advise customers on digital solutions provided by CBD and how these could help the customer s organisation
• Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms
• Promote proper use of the IServe Digital Customer Service Platform with our Corporate and Institutional customers
• Effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments
• Ensure inter branch mail is used effectively to receive documents and forward documents to relevant personnel as per procedure.
• Liaise with other branches, to obtain necessary information and pass the same to customers / internal stakeholders
• Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling

Service & Quality

• Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
• Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
• Log all complaints received at the WBG Service Desk on CRM for routing to the Complaints Handling Unit
• Remain fully updated on Bank s policy and procedure, products / services to ensure prompt quality service to clients.
• Record all ideas and suggestion provided by customers on CRM for further analysis and action

People

• Take active interest in self-development & competencies to hold higher responsibilities.
• Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.