Client Service Specialist SG

Responsibilities JOB DESCRIPTION Strategy and Planning Responsible to ensure proper screenings, due diligence Know-Your-Customer (KYC) are conducted as per Bank P& P and regulatory requirements during onboarding and during customers’ transactions Responsible for Branch service quality, customers’ satisfaction and service excellence Ensure Key Performance Indication (“KPI”) & Key service index set by the bank is met.

(90% of customer served within 5-10mins) Working closely with different departments on initiatives to improve Branch service delivery in support of customers’ financial needs Responsible for all AML/CFT, risk management, compliance and audit matters as a Client Service Executive (“CSE”) targeting a Good/Satisfactory rating Ensure Branch operations service, customers’ satisfaction and service excellence at all touchpoints Business Performance and Management Ensure customers are served professionally and efficiently Attend to all customer enquiries on banking products and service promptly Be customer obsessed and deliver excellent customer banking experience Handle customer complaints and queries and escalate to Superiors/Management for review Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank To respond to customers’ general Insurance and wealth products enquiries Assist with administration of Portfolio Financing and Premium Financing related documents Preparing daily branch activity tracking and reporting Ensure clean desk policy and staff are dressed professionally at all times Any other responsibilities / tasks as assigned by the Management from time to time People Management Monitors branch service to achieve standards set by the bank.

Maintain department discipline and morale so that the department staff functions as a team Work closely with other departments regarding administrative matters in branch and customer transaction matters To attend relevant courses for upskilling Ensure staff are dressed professionally and branch premise is well kept and clean Compliance Comply with regulatory requirements, internal P & P, CSUGs & SOP Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence RequirementsQualificationsMinimally, a Diploma holder Professional Qualification and/or Regulatory, Licensing Requirements Proficient in relevant computer applications Knowledge of customer service principles and practices Knowledge on basic Retail Banking products and services Technical/Functional Skills Computer literacy (especially Excel) Problem Solving Relevant Customer Service Experience preferred Organizational skills Personal Skills (Soft Competencies) Excellent customer service skills Teamwork and collaboration Good command of English, verbal and written Meticulous Approachable, helpful, and patient Interpersonal skills