Key Deliverables

Strategic Focus

Responsible for effectively attending to all cross-border related queries, advise on standard processes and procedures for all foreign exchange services and products, as well as on Rules and Regulations as per the Currency and Exchange Manual, FIC and any other Regulatory requirements.

Responsible for identifying barriers to business development that emanate from sales and service delivery dissatisfaction and refer to Management with suggestions on how to address these issues.

Develop a credible network – establish relationships across all functional levels including RBS, Treasury, IBS, SWIFT and all other relevant Departments to ensure operational efficiency and client satisfaction.

Assist with research and implementation of improved processes and procedures within Treasury, International Banking and other relevant areas of the bank to ensure optimum customer experience.

Provide administrative and relationship support to the Treasury Sales Manager and Manager: Customer Service

Risk Management and Compliance

Ensure adherence to all local and international Regulatory requirements including BoN Determinations, AML and Exchange control requirements.

Ensure adherence to all strategies, policies, plans and limits relevant to the bank, specifically regulatory, liquidity and market risk.

Identify and Report on all risks in accordance with Policies and guidelines.

In-depth knowledge of IBS products, as well as Regulatory and Compliance requirements in order to accurately advise clients and ensure both the client and the bank fully comply with all laws and Regulations e.g. AML, Exchange Control and BON Determinations.

In-depth knowledge of the Banks systems e.g Phoenix, Appworks, FM Canvas, SWIFT

Customer Service Delivery:

Attend to all customer queries and complaints within reasonable time and in line with internal policies.

Provide feedback regarding customer concerns to specific product features, pricing, and new product development needs.

Process client requests, resolve client inquiries, and ensure key client information and documentation is up-to-date.

Monitor and report on customer requirements for solutions delivery with regards to the entire foreign exchange products range as well as optimising customer service standards

Provide support to RBS, CIB, CPW  and other related departments to ensure highest level of service across the Bank.,

Take ownership of client and foreign bank investigations collaborate with operational and back office teams to ensure effective resolution.

Ensure that clients and branches are handled in a professional manner and with accurate information about the Bank’s foreign exchange products and services.

General

Responsible for effective and efficient execution and control of all administrative activities related to enquiries in compliance with the Bank’s policies, procedures, rules and regulations.

Responsible to ensure resolution of customer account queries and issues

Properly escalate unresolved queries to the next level of support

Update customer data and produce activity reports

Must be prepared to perform any other reasonable and lawful instruction or task as instructed by Line Manager, Head of Sales, Chief Treasurer or EMT member, ensuring it is carried out on time and correctly.

Experience/Knowledge and Skills

At least 3 - 5 years banking experience.

Experience in International Banking/foreign exchange environment will be an advantage

Strong understanding of international banking products, services and credit policies

Excon experience will be an added advantage

Knowledge and understanding of the Bank’s products, systems and procedures

High level of computer literacy and accuracy

Sound accounting and reconciliation skills (understand entries and be able to do simple to complicated account reconciliations – must understand the accounting of treasury products)

Problem solving skills based on relevant experience (day to day problems)

Good analytical skills.

Planning, Analytical and Organization skills

Excellent Customer Service orientation and networking

Learning and Researching

Positive attitude towards system and system changes

Exceptional interpersonal and client service skills

Detail oriented and ability to multi-task with strong organisational and time management skills