Senior Officer, CCB & IB Account Services Helpdesk

About This Role

• This section shall not be customized to reflect accountabilities, which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role that are over and above those mentioned in this section.
• To ensure calls logged to the services desk are answered promptly, logged appropriately.
• Receiving the tickets/Requests for processing
• Dispatching/Distributing the ticket either offshore or onshore.
• Perform a variety of the day-to-day administrative and operational duties in the processing of the Team Work as directed by the Team Leader.
• Respond to email/calls enquiries and answer their questions within the guidelines instructed by Team Leader.
• Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department and the relevant policies and procedures for such.
• Cover other colleagues’ duties in their absence/leave.
• Identify and monitor actual potential risk and take pro-active measures to control both the Bank and its Clients’ exposure to risk while reviewing any processing documentation and ensure that all relevant details are congruent with a clean, fully completed customer application from inception of the transaction to final collection.
• To notify senior management of any case of a serious nature
• To ensure services desk manager is made aware of possible breach in SLA’s.
• To aim to increase the number of calls closed by the service desk on initial call.
• Aim to increase.
• Provide with daily KPI to Team Leader. Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department all the relevant policies and procedures for such.
• Ensure that work (Internal & External) is always dealt with in a respectful and professional manner that recognizes individual’s choices, needs, and rights and encourages a working relationship based on encouragement, motivation, and support.
• Attend daily team huddle and performance board meeting, for being up to date with individual and team performance.
• Handling Account Confirmation Letter, Capital Letter, Debit Card, Cheque Book, Signature Verification, KRI, RCSA and uploading/reviewing SOP in the Archer System.
• Apply 5S principles, to maintain an organized, clean, and tidy physical and digital workspace (e. g. orderly workstation well organized files, emails, and network folders) that depicts professionalism.
• Review thoroughly all relevant transactions/applications to ensure there is no breaching of SOP and Policies before accommodating the transaction.
• Policies, Systems, Processes & Procedures
• Follow all relevant departmental policies, process, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Always demonstrate compliance to organization’s values and ethics to support the establishment of a value drive culture within the bank.
• Continuous Improvement
• Contribute to the identification of opportunities and continuous improvement and sustainability of systems, process and practices considering global standards, productivity improvement and cost reduction.
• Reporting
• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.
• SERVICE
• Carry out the functions with full integrity to ensure that all requests received are attended promptly and efficiently and there is no breach of service agreements.
• Establish effective / efficient communications with internal / external communications.
• Bachelor’s degree Preferable in Commerce, Banking, Finance
• 3-5 relevant experience in the Banking sector
• Thorough knowledge of bank operations & Administration
• Good knowledge of system and in technical areas
• Good communication skills