Overview
POSITION TITLE: CLIENT RELATIONS OFFICER
DEPARTMENT: CLIENT RELATIONS
REPORTS TO (TITLE): CLIENT RELATIONS TEAM LEADER & CLIENT RELATIONS MANAGER
Primary objective of the job:
To form an integral part of the client relationship management process and provide professional, personal and superior quality customer service to all existing clients and prospective clients.
Principal Responsibilities:
• Manage relationships with clients, with the aim of providing excellent customer service and expanding the use of services offered by PROVEN Bank (Saint Lucia) Limited (PBSL)
• Demonstrate acute knowledge of clients, client transactions and client financial relationships, i.e., how PBSL can fit into customers’ financial needs
• Proficient handling of client transactions within core banking platform
• Facilitate the opening and closing of client accounts
• Engage in constant communication with clients via telephone and email
• Prompt attendance to all queries and correspondence from clients and correspondent banks, including SWIFT-related requests
• Maintain up-to-date and accurate records of client information in core banking system and clients’ physical files
• Cognizant of business development opportunities and refer leads to the Business Development Department
• Facilitate clients with the opening of credit card accounts
• Assist clients with accessing their account information via eBanking; enroll tokens as per bank’s established policies and procedures
• Ensure a clear desk approach is maintained by securing all clients’ records/information
• Process monthly credit card payments
• Ensure adherence to all due diligence procedures as set out in the bank’s policies when handling transactions within delegated limits of authority
*May perform other duties as assigned and required
Minimum Education and Experience:
• Three A-Levels or CAPE passes in business related programmes or courses
• Three years’ relevant experience working in a similar environment
• Proficiency in Microsoft Office applications
Key Competencies:
• Provide courteous and professional customer service
• Build relationships with clients and display a solid understanding of their needs; independently manage and resolve difficult customer situations; maintain composure
• Demonstrate persistence in resolving issues
• Maintain confidentiality and display strong interpersonal skills
• Pay close attention to details
• Must be able to work in a fast-paced environment with demonstrated ability to handle competing tasks
• Excellent communication skills, both written and verbal. Effective listening skills
• Solid organisational and time management skills
• Work as part of a team, sharing ideas and contributing skills to the team effort.
Display willingness to work with and assist others; fulfill commitment to team members by meeting deadlines and responsibilities
• Demonstrate a high level of initiative and takes ownership of tasks
• Provide guidance and leadership to less experienced members of the team and is available to assist and serve as a point of reference
• Display strong leadership qualities
• Ensure adherence to internal control procedures to minimize fraud and losses