Job Purpose
A member of the Client Support Function responsible for independently providing operational support across client query resolution, transaction support, onboarding assistance, and KYC documentation fulfilment, ensuring accuracy, compliance, and service excellence.
Key Accountabilities
Handle client and internal queries across trade and non-trade products
Initiate customer contact for new client onboarding based on details received from Relationship Managers, KYC & related activities, remediation, and document collection.
Obtain, review, and validate all required customer documentation for account opening, KYCs including changes in shareholding, signatories, mandates, and related customer details.
Escalate unresolved or complex queries to the Manager in line with procedures
Coordinate with Operations, Compliance, and IT
Maintain high compliance standards in new account onboarding, KYC & query resolution
Ensure accurate record-keeping of queries, resolutions, and follow-ups and systems updates for new customer onboarding & KYC reviews.
Identify recurring manual interventions, system gaps, and error trends and proactively suggest improvements (processes, systems) to the Manager.
Other Accountabilities
Other Accountabilities
Job Context
The role operates in a high-volume, customer-facing environment requiring accuracy, responsiveness, and strong coordination with internal teams while adhering to service levels and regulatory requirements.
Education
Experience and Skills
Education level
Bachelor’s Degree related to a business field such as Accounting, Commerce and Economics.
Experience & Skills:
Minimum 5–7 years of banking experience in customer service, operations, or KYC support
Good knowledge of banking products and AML/KYC and documentation requirements
Proficient in Microsoft Office and banking applications
Customer-focused mindset with effective communication skills