• 2.1.1 Customer service


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    Description of role

    Responsible for performing customer related functions and for supporting retail sales team. 

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    Core skills

    • Knowledge of customer service related operations 

    • Ability to understand and interpret various customers’ requests 

    • Ability to respond to client requests by communicating with internal departments involved in delivering basic banking services to retail clients 

    • Understand customer due diligence process 

    • Understand customer service related policy and procedures 

    • Ability to handle customer complaints effectively 

    • Awareness of customer confidentiality standards 

    • Awareness of customer fair treatment and business conduct requirements 

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    Qualification and/ or certification

    • QFSQF Level 2 

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    Industry knowledge

    • Knowledge of relevant banking products and services 

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    Regulatory compliance of role

    • Knowledge of banking regulatory framework 

    • AML laws and regulations