Job Purpose:
To deliver exceptional levels of customer experience and satisfaction to ila premium, VIP and high net worth individuals, The role requires the Premium Customer Service officer to support the wider teams in ila Bank to deliver business targets and objectives and create a performance orientated culture. The main role is to acquire and monitor VIPS, high-net-worth individuals accounts and offer them exceptional customer service and suitable relevant products that drive bank growth and revenue targets.
The role involves working closely with ila executive management , business team, and customer services to support the management of premium and HNW P&L.
Principal Responsibilities, Accountabilities and Deliveries of Role:
- Cultivate and deepen long term relationships with new and existing high-net worth individuals in accordance with customer needs and business goals
- Identify prospects within the relevant market and use market knowledge to actively acquire new clients
- Introduce clients to the range of ila products /investment opportunities based on their suitability
- Create segment-based approach and define criteria for classification and incentivisation of high-net worth individuals
- Drive client loyalty and support generational retention by using data and analytics in offering a best in class client experience
- Manage the servicing and day to day running of account relationships of high-net worth individuals
- Ensure superior customer service and contribute to the overall customer service standards set by ila.
- Contribute to the bottom line of business profitability through the accomplishment of profit and growth targets
- Resolve complex client issues related to account, products or processes. Influence changes to improve end to end processes and meet client needs
- Up-sell, cross-sell and provide regular market information updates and trend analysis to these customers along with professional consultative financial analysis
- Produce actionable insights and establish effective reporting mechanism to effectively plan strategies required to develop business
- Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff. This includes all applicable money laundering prevention procedures.
- Support the achievement of satisfactory audit rating
- Lead on operational incidents and control enhancement, including defining and implementing controls and risk mitigation actions
- Work closely with the customer service team, business and marketing team to establish initiatives for client growth, relevance, and lead generation
- Provide regular insights to the business team for product enhancements and development
Experience:
At least 2 years of banking experience, of which at least the last 2 years should be in a similar position, involving the hands-on management of High-net-worth clients and portfolio management.
Education:
Bachelors Degree, Preferably in Finance
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