Relationship Service Manager

Job Summary

• To proactively handle Priority Banking clients’ service issues and complex needs for branch walk-in clients. • To provide administrative support to Relationship Managers to deal with ongoing client service issues, onboarding of new clients/products, and ongoing process monitoring. • Educate and steer client towards interactions with the bank via online, machine channels. • To proactively refer business to Relationship Managers. • Any additional service focused mandates to be discussed separately.

Key Responsibilities

Client Fulfilment • Support Priority Banking clients with the fulfilment of sales and transaction requests, including the preparation and completion of all required documentation for retail banking products such as Personal Loans, CASA and Credit Cards, as well as Wealth products. • Ensure client requests are processed accurately, completely and within the agreed turnaround time. Client Activation and Digital Adoption • Support Relationship Managers with client activation activities, including scheduling client discussions and preparing relevant product information and materials. • Educate clients and assist with the initial setup and use of Online Banking, Mobile Banking, ATMs and other digital or self-service channels. Client Service and Journey Completion • Proactively manage Priority Banking clients’ service issues, transaction requests and complex needs through both remote and face-to-face interactions. • Liaise with middle-office and back-office teams to resolve service requests within the agreed turnaround time. • Take ownership of client issues and ensure satisfactory resolution with minimal handover. • Maintain a high standard of service quality, with the objective of achieving zero client complaints.

Relationship Manager and Administrative Support • Provide administrative support to Relationship Managers for client onboarding, ongoing service requirements and process monitoring. • Support CDD updates, account opening and reviews, transaction monitoring and management of clients’ credit situations. • Support the migration of eligible clients into or out of the Priority Banking segment. Business and Financial Contribution • Identify client needs and proactively refer suitable business opportunities to Relationship Managers. • Generate revenue and fees through appropriate client referrals and service opportunities. • Prevent fraud and financial losses by exercising due care and complying with established controls. • Manage resources responsibly and contribute towards cost control. Compliance, CDD and Financial Crime Risk • Comply with the Bank’s policies, Group standards and regulatory requirements relating to Anti-Money Laundering, CDD and financial crime risk. • Exercise due care in account opening, periodic reviews, transaction monitoring, reporting of suspicious activities and client communication. • Keep up to date with regulatory requirements, operating procedures and mandatory training. • Escalate suspicious activities, control concerns and service risks promptly to the appropriate stakeholders.