CCB & IB Account Services Helpdesk Specialist

JOB PURPOSE:

• Assist in completion of Commercial Operations Process related transactions of Commercial Operations on a day-to-day basis, increasing operational quality/efficiency by providing improvement suggestions for and support to GTB, Global Cash Management, and Escrow, FI / NBFI and Government clients

KEY ACCOUNTABILITIES:

Policies, Systems, Processes & Procedures

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner
• Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the bank

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes 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
• Recording of all assigned responsibilities such as inquiries, complaints and assigning to ensure accurate availability of MI for management on real time basis.

Job Context:

1. Explore Banking Core System to identify out if defendant holds an account.

2. Confirm account status

3. In case of similarity or doubt, consult the RM or check customer data in DMC (WebTop).

4. Ensure that Court Case instruction and type:

• Execution cases (Block, Release Block, issuance Managers Cheque and dispatchment, handling unclaimed MC, etc)
• Inheritance (changing Account status and title, adding POA and signature rule as per court order)
• Deceased cases (flagging Account as Deceased, Blocking the account, coordinating internal departments CAD/FCIS/Insurance, drafting letter to court, issuance and dispatchment of Mc).
• General Inquiries, responding to inquiries received from court/branches/legal dep.

5. Ensure all submission cases been actioned confirm back to initiator.

6. Draft Replies to Court dispatching Physical Cheques.

7. Communicate with Branch/Business to get concurrence/ information on account status.

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.
• Contact internal customers and maintain follow-up to ensure the closures of requests received.
• Act immediately and take appropriate actions to rectify if there is any internal error notified.
• Act as a point of contact between stakeholders and AMO
• Responsible to respond court enquiries received through various channels or Complaint Management System in a timely manner.
• Provide best solutions to inquiries and complaints post investigation & in line with the policies and procedures
• Investigate complaint
• Assign BAU workload ensuring even distribution, in a timely manner and within the SLA.
• Understand court case requirement and prioritize requests that are urgent or run a risk.
• Act as consultants to offshore team to provide the required support
• Maintains legal counsel confidence and protects operations by keeping information confidential.
• Any other duties and responsibilities assigned by Line Manager as and when it is required.
• Complete any additional tasks assigned by management related to account services

RISK

• Ensure escalation and reporting of any identified risk and suggest and implement mitigating actions and controls to safeguard the Bank.
• Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.
• Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factors

PEOPLE

• Maintain professionalism and effective communication with colleagues within the Unit and all other Departments
• Adhere to your individual duties and responsibilities and support the team to deliver service excellence
• Maintain collaboration between the team and other units that will ensure best service to the business and ultimately customers
• Ensure all staffs are able to deliver the tasks assigned and provide on the job, technical & soft skill training and development if required.

BUSINESS EFFICIENCY

• Manage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service.
• Maintain highly efficient turnaround time.

Requirements

• Bachelor’s degree Preferable in Commerce, Banking, Finance
• 3-5 Relevant experience in the Banking sector /legal knowledge.
• Thorough knowledge of bank operations & Administration
• Good knowledge of system
• Good communication skills
• Preferably Arabic speakers