Officer Customer Support at Access Bank

Reports to:

Manager: Business Support

CUSTOMER SERVICE

• Responsible for general customer experience in the business support: centralised onboarding team
• End-to-end capturing of onboarding requests, customer profile maintenance, data cleanup and offboarding of customers
• Ensure retention of existing client by providing excellent service
• Handle customer complaints quickly and effectively

OPERATIONAL EFFECTIVENESS

• Responsible for all maintenance on customer accounts, including customer records, mandates, UBO remediation, FICA etc.
• Perform all general admin duties as directed by the Manager: Business Support as per laid down procedures
• Ensure compliance with AML laws, regulations and guidelines.
• Keep up to date with the changes in AML regulations and implement necessary regulatory adjustments, once confirmed by the Compliance department
• Monitor financial transactions for suspicious activities.
• Perform KYC checks on the new and existing customers
• Conduct enhanced due diligence (EDD) for high-risk customers
• Assess risk associated to money laundering and recommend control measures.
• Promote awareness of AML regulations and compliance culture within the organization
• Provide relief support where needed in the business support: centralised onboarding team
• Assist with record safekeeping
• Plan and schedule work ahead of time
• Monitor and follow up on instructions given
• Keep superiors informed on matters needing their involvement
• Assist the Manager: Business Support in supervising and control of the routine running of the department in accordance with laid down processes and controls
• Involves staff in the organizing of work
• Understand and consistently apply the principles of risk management

Requirements

Academic Knowledge:

• Matric
• RE05

Work Experience:

• Minimum 3 years banking experience