Associate,client Servicing

Job:
Retail Banking

Primary Location:
Asia-India-Mumbai

Schedule:
Full-time

Employee Status:
Permanent

Posting Date: 16/Aug/2023, 7:04:53 AM

Unposting Date:
Ongoing

JOB SUMMARY

Job Purpose:
• Assist assigned RMs to achieve financial targets by providing strong support to them.
• Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures and the regulations.
• Ensuring high quality customer service to PVB clients.
• Ensuring internal and external compliance on all transactions.
• Assist in deepening existing client relationship through excellent customer service.
• Manage CDD (RBI & Periodic) reviews process within the prescribed timelines.

RESPONSIBILITIES

Key Responsibilities:
• Be multiskilled to handle all kinds of transactions and services in the bank as per applicable guidelines
• Provide professional accurate and timely support to client Advisors.
• Provide prompt, efficient and courteous service to PVB customers.
• Ensure transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs.
• Manage the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met, and timely follow up of issues raised.
• Liaising with other Departments where necessary, promptly inform Client Advisors and the management team of any client complaints including resolution with service levels and accurate input
- onto the Complaints Database.
• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints.
• Ensure he/she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He / She must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
• Call Backs to clients to verify high value payments, change of addresses, enquiries and various administrative matters as per the current process and guideline from time to time.
• Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients.
• Deal with Account Opening documentation and queries as required, ensure client files are updated with the relevant documents as per prescribed norms.
• Ensure compliance to BCSBI, Treating Customer's Fairly standards are consistently met
• Keep up to date with existing and new SCB Private Bank products
• Keep up to date with new developments in banking, financial and SCB investment products and services
• Ensure compliance with internal and external guidelines and ensure mínimal comments in audits and other inspections
• Responsible for health and safety for all.
As part of the Health and Safety guidelines you should:
• Take reasonable care for the health and safety of coworkers and those who may be affected by your actions or your omissions; Cooperate with Management to support and promote Health and safety in the workplace;
• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
• Encourage other to work in a healthy and safe manner
• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.

Key Measurables:
• Measured indirectly by the success of the Relationship Managers, AUM and revenue goals
• CDD Completion of documentation and adherence to local and group compliance issues
• CDD Completion of documentation and adherence to local and group compliance issues
• Adherence to regulatory and Group compliance issues
• Number of client complaints and compliments received about the direct service offered
• Successful completion of all accreditation tests and mandatory elearning
• Minimising operational losses and P & L claims
• Client satisfaction survey results
• Timeliness of submissionClient instructions and AO / PRs
• Knowledge / Skills / Experience Required:
• Graduate/ Postgraduate
• Customer Orientation and service focus
• Anywhere between 45 years of overall experience, preferably in a Client Service role
• General Banking Knowledge, understanding of front and back office processes and procedures, preferably in a Private Bank Client service role.
• Good Interpersonal Skills
• Strong Verbal and Written Communication Skills
• Ability to work under pressure and meet tight deadlines.
• Team Player

Working Relationships:
• External clients
• Client Advisors
• Investment advisors
• Manager Client Service
• Compliance
• Operations
• Risk
• CAR
• Control and Supervision

Regulatory & Business Conduct
• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This i