AVP Service Relationship Manager - Emerging Enterprise

Customer Servicing & Relationship Management

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.
   

Operational & Transaction Support

• Manage and process inbound requests received from Business Banking stakeholders.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.
   

Complaint & Escalation Management

• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.
   

Risk & Compliance

• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and escalate exceptions promptly.
• Maintain customer confidentiality and data security standards.
   

Stakeholder Management

• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.