Background

Reporting to the Manager- Account Services, the role holder will be responsible for handling and maintaining quality customer data efficiently and effectively in accordance with operating guidelines to achieve operational efficiency.

Key Accountabilities

• Timely and accurate approval of all customer information in the system within the agreed service level agreement. These instructions include but are not limited to account opening, amendments, unclaimed balances, and dormant accounts.
• Performing due diligence checks on the integrity of the mandates, signature cards, general customer instructions and account amendments.
• Liaise with the different stakeholders that range from Branch, compliance, credit, etc. to implement any remedial actions and compliance recommendations.
• Proactively review, investigate, and clear any reconciliation items on unclaimed balances accounts.
• Resolve customer queries in Account Services within the agreed timelines and the mutual satisfaction of all parties.
• Identifying process gaps and implementing process Improvements in Account Service whilst minimizing risk.
• Escalation of any process gaps that may result into potential or actual operational losses to the Manager Account Services as per the incident reporting policy.
• Identify and report suspicious activity in line with the AML/CFT/KYC program as well as bank policies / regulatory framework.
• Compliance with the set service standards and escalation of any exceptions.
• Train stakeholders to raise awareness of account services and amendments related risks and give guidance on controls and compliance standards.
• Develop the banking officer’s data capture in the unit through training, mentoring, and coaching.
• Participating in and contribute towards projects that are steered to improve data integrity, Compliance e.g., data clean up, centralizations, etc.

Knowledge, Skills, and Experience Required

• University Bachelor’s Degree.
• At least four years’ Banking experience in Banking Operations.
• Demonstrate a high degree of accuracy, attention to detail, quality and deadlines.
• Good understanding of Bank procedures, operating guidelines, policies and regulatory AML/KYC requirements.
• The ability to engage with all the key stake holders in the organization.
• Attention to detail, excellent analytical skills, ability to demonstrate high degree of accuracy and meet deadlines.
• Excellent interpersonal, verbal, written, communications and independent judgement skills.
• High level of integrity and ethical standards.
• Ability to prioritise tasks.
• High level of integrity and ethical standards.

• Timely and accurate approval of all customer information in the system within the agreed service level agreement. These instructions include but are not limited to account opening, amendments, unclaimed balances, and dormant accounts.
• Performing due diligence checks on the integrity of the mandates, signature cards, general customer instructions and account amendments.
• Liaise with the different stakeholders that range from Branch, compliance, credit, etc. to implement any remedial actions and compliance recommendations.
• Proactively review, investigate, and clear any reconciliation items on unclaimed balances accounts.
• Resolve customer queries in Account Services within the agreed timelines and the mutual satisfaction of all parties.
• Identifying process gaps and implementing process Improvements in Account Service whilst minimizing risk.
• Escalation of any process gaps that may result into potential or actual operational losses to the Manager Account Services as per the incident reporting policy.
• Identify and report suspicious activity in line with the AML/CFT/KYC program as well as bank policies / regulatory framework.
• Compliance with the set service standards and escalation of any exceptions.
• Train stakeholders to raise awareness of account services and amendments related risks and give guidance on controls and compliance standards.
• Develop the banking officer’s data capture in the unit through training, mentoring, and coaching.
• Participating in and contribute towards projects that are steered to improve data integrity, Compliance e.g., data clean up, centralizations, etc.

• Demonstrate a high degree of accuracy, attention to detail, quality and deadlines.
• Good understanding of Bank procedures, operating guidelines, policies and regulatory AML/KYC requirements.
• The ability to engage with all the key stake holders in the organization.
• Attention to detail, excellent analytical skills, ability to demonstrate high degree of accuracy and meet deadlines.
• Excellent interpersonal, verbal, written, communications and independent judgement skills.
• High level of integrity and ethical standards.
• Ability to prioritise tasks.

• University Bachelor’s Degree.
• At least four years’ Banking experience in Banking Operations.