Key Accountabilities

• Be a primary point of contact for Business Banking customers on all queries - from account opening to general administration such as setting up standing orders, account transfers, transaction queries etc.
• Handle all service and product fulfilment requests received from the portfolio of business customers, actioning all requests within agreed service times and to agreed service standards, directly actioning the service or fulfilment activity required or ensuring its delivery by BBCS team members or other areas of business operations.
• Maintain effective and proactive liaison with customers regarding service or fulfilment requests received and proactively advocate the service as a direct point of contact for clients for all routing service requests.
• Take ownership of urgent service related matters and support Senior/Relationship Managers in the timely and effective resolution of same.
• Continually supervise, progress, and as vital escalate the resolution of outstanding service and product fulfilment requests in conjunction with relevant business units and service frameworks, proposing solutions and workarounds as the need arises.
• Drive and sustain a cycle of ongoing improvement in service and activity, taking on specific responsibility for individual service or fulfilment change initiatives as the need arises.
• Where additional services or product opportunities are identified in the course of routine servicing highlight to RM to ensure lead is followed up.

Essential Qualifications

• QFA or degree (Business Preferable)
• Strong Customer focus and commercial awareness
• Excellent communication and presentation skills (written & verbal with strong influencing skills
• Self-motivated with strong interpersonal skills
• Problem handling and resolution skills
• Quality conscious and improvements driven
• High level of analytical and numeracy skills

Essential Skills And Experience

• Initiative, drive, energy and ambition.
• Strong customer focus with dedication to customer service
• Extensive experience (3- 4 years) in Business Banking or related area with Customer interface.
• Excellent problem handling and resolution skills
• Ability to work to deadlines and continually seek opportunities to improve our operation
• Knowledge of compliance, operational risk and regulatory obligations
• BPO experience crucial.
• Experience working as a team with Outsource partners.
• Experience working with MCA an advantage

Desirable Qualifications, Skills and Experience

• QFA or degree (Business Preferable)
• Knowledge of Business Banking products and familiarity with core banking systems/applications
• A good knowledge of risk management (account opening, , fraud prevention, money laundering

Key Competencies

• Customer Focused - Self
• One Group, one team - Self
• Agile - Self
• Accountable - Self
• Champion Transformation - Self