Senior Associate
STANDARD CHARTERED BANK
Total years of experience :9 years, 2 Months
Receiving documents from RMs for the following:
- Editing and ensuring postal address is correct.
- Adding and deleting signatories for various accounts.
- Amending Signatories, authority levels and limits.
- Adding/deleting/amending contact details of accounts and clients.
- Entering account opening details within the system.
- Obtaining approvals from respective corporate segments to clear chqs as per the authority level.
- Ensure all the documents are correctly dated with the correct letter formate with clear instructions are mentioned.
- Checking the authority of the signatory signing the letter hence, approving or declining the process of the document.
- Creating and maintaining an excel sheet with clear data of the daily work done including ensuring the rest of the staff input the correct data.
- Ensuring everything is done as per compliance policies and as per the SLA within various departments.
- Trained several employees including new joiners on the system and process of how to conduct our BAUs.
- Assisted management with certain projects created to rectify issues raised within the department.
Learning to conduct reviews within various areas of the bank to ensure adherence of policies and process (includes physical field work).
- Identify gaps which effects the smooth running of the day to day operations
- Assisting the head of risk in preparation for meetings held with board members and attending the meetings.
- Liaising with various units to obtain information on a monthly basis for the record of issues being tracked by RCR which are raised within the country board members.
- Updating the systems and creating word documents with the information received by the board members.
- Assisting ORM (operational risk management) with RCAs (Risk Control Assessment) in updating the system. OPUS with complete information, tracking all RCAs are received by all the business units.
- Assessing evidences received from various units within the bank.
Handle and ensure 3rd level complaints are looked into and resolved by the complaints department.
- Ensure spot checks are conducted on the complaints received and resolved, conduct call centre live listening to ensure good service is provided.
- Ensure the feedback forms are received and actions taken accordingly from all branches.
- Conduct mystery shopping internally of the branches and service centers.
- Arrange, organize and be apart (learning how to facilitate) of the work shops for process re-engineering for commercial and retail from end to end.
- Provide and implement suggestions to improve the service levels and be more customer oriented.
- Assist in preparing presentations, flowcharts for customer service and service quality.
- Attend service quality forums.
As the department is new we have been trying to get all the activities required within service quality in place example identify a consultancy (to have the mystery shopping for us and competitors, TCF calls, Spot checks for the complaints received and resolved, sales, call centre live listening), create feedback forms for the customers and an internal feedback form for the employees, suggest trainings etc.
Complaints Department (retail back end, Assets and Liabilities
Maintain a record of all complaints at the same time ensure the data is logged in correctly on a day to day basis.
- Make acknowledgement calls to the customers within 24-48 working hours of the complaint.
- Investigate the complaint by liaising with various departments to reach a resolution within 3 working days as per the bank policy.
- Keep the customers updated on a daily basis or as of when there is any new information.
- Make a last acknowledgement call to the customer informing them of the solution regarding their case if the customer is satisfied we convey the msg that we are closing the complaint. If the customer isn't satisfied we continue to try and resolve it further.
- Raise all the issues faced by the customer and try to suggest ideas as to how we can improve the service further or make changes to our policies or process.
- Generate ideas as to how we can avoid complaints from customers by looking into the root cause of the complaint and try to fix it.
- Issuing apology letters to the customers in regards to service.
Processing external and internal telex transfers local and CFC currency for companies & personal customers of various currencies.
- Posting cheques into the system, reversals etc.
- Checking :the authentication of the fax/letter before processing, if there are enough funds available, verifying signatures.
- Checking the limits, informing local banks if and when required.
- Customer service by providing statements balances, confirmations and other related inquiries regarding TT's internally and externally, receiving calls from local banks regarding incoming transfers further communicating it to treasury, dealing with customer complaints.
- Preparing inquiries for local and foreign banks through the system regarding payments and following up.
- Requesting for cheque books checking if the information (account number and name)are valid, receiving them, informing the customers to collect them.
- Organizing and filling the TT's, queries, chq requests.
- Opening of different types of A/C's call, current and fixed for personal and company in local and foreign currencies.
- Following the KYC requirement when checking the validity and completion of the documents.
- Updating data for accounts through the systems and documents and following up for details.
- Responsible for maintaining company and personal A/C's, keeping record of whether the files are taken, brought back, arranged alphabetically, etc.
- Printing internal and external transfers advices automatically as well as manually,
faxing statements, swift confirmations,
- Handling the communication room from time to time by keeping track of inward, outward transfers, repairing messages, receiving faxes, etc
- Substituting the front desk officer/receptionist when required.
was National Bank Of Dubai before the merger.
Key responsibilities:
- Provide account services to customers by receiving deposits and payments.
- Cashing chqs, conducting withdrawals, selling cashier's chq.
- Providing information and guidance for all bank services.
- Recording and processing transactions within the system.
- Exchanging foreign currencies.
- Providing special statements, copies, and referrals.
- Reconcile cash drawer with the system.
- Maintaining supply of cash and FX currency.
- Comply with bank operations and security procedures by participating in all dual-control function.
- One of the key person responsible for opening the vault.
- Maintains customer confidence and protects bank operations by keeping information confidential.
- Contributes to team effort by accomplishing related results as needed