Banking Officer Non voice process

Roles and Responsibilities:

• Customer Account Management: Handle customer inquiries and requests related to bank accounts, transactions, and banking services through non-voice channels like email, chat, and tickets.
• Transaction Processing: Ensure accurate processing of banking transactions, such as fund transfers, loan applications, account updates, and cheque processing, within prescribed timelines.
• Data Entry & Documentation: Accurately input and maintain customer data in the banking system. Ensure that all records are up-to-date and compliant with banking regulations.
• Customer Support via Digital Platforms: Respond to customer queries and provide assistance via email, chat, or other messaging platforms. Resolve issues or escalate them as necessary to relevant teams.
• Account Verification: Review and verify customer information, such as account details, transaction history, and document submissions to ensure compliance with bank policies and regulatory standards.
• Complaint Resolution: Investigate and resolve customer complaints, queries, or issues related to bank services, ensuring an optimal resolution while maintaining customer satisfaction.
• KYC (Know Your Customer) Compliance: Perform KYC checks and ensure that all customer onboarding and account maintenance processes adhere to legal and regulatory requirements.
• Document Review & Management: Review and manage banking documents, such as loan applications, account opening forms, and legal paperwork, ensuring accuracy and compliance with internal procedures.
• Reports Generation: Prepare and maintain reports related to customer account activities, transaction history, or specific banking services, to be shared with management or compliance teams.
• Team Collaboration: Work closely with cross-functional teams (e.g., sales, operations, compliance) to resolve issues, improve processes, and ensure a seamless customer experience.
• Policy Adherence: Ensure all work is carried out in adherence to the bank's policies, procedures, and compliance guidelines.
• Product Knowledge: Maintain up-to-date knowledge of the bank's products, services, and promotions to provide accurate information to customers.
• Service Level Compliance: Meet performance metrics such as response times, resolution times, and customer satisfaction standards set by the bank.

Skills and Qualifications:

• Communication Skills: Strong written communication skills, with the ability to express ideas clearly and concisely in emails and messages.
• Attention to Detail: Strong attention to detail when handling sensitive customer information and banking transactions.
• Problem-Solving Abilities: Ability to investigate customer issues, identify the root cause, and resolve problems efficiently while maintaining a positive customer experience.
• Knowledge of Banking Products: Understanding of banking products and services, including savings accounts, loans, credit cards, and digital banking tools.
• Regulatory Knowledge: Knowledge of banking regulations, such as KYC (Know Your Customer) and AML (Anti-Money Laundering), is a plus.
• Technical Proficiency: Familiarity with banking software, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook).
• Customer Service Orientation: Ability to provide excellent customer service through non-voice channels, addressing customer inquiries and concerns in a timely and professional manner.
• Time Management: Ability to prioritize and manage multiple tasks efficiently, ensuring all service level agreements (SLAs) are met.
• Confidentiality & Compliance: Understanding the importance of data privacy and confidentiality when handling sensitive banking information.
• Multitasking: Ability to handle multiple tasks and channels (email, chat, etc.) simultaneously, while maintaining a high level of accuracy.
• Team Player: Ability to collaborate effectively with colleagues across various departments, ensuring timely resolution of customer concerns.