Senior Virtual Relationship Manager - NB - TARU.MGN Pak - Business Banking-VRM SME.Retail Banking Group-PAKCOE at Mashreq Careers

Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance
To achieve assigned non-financial target by emailing and calling the customers.
Adherence to KYC/ AML and relevant product SOPs to safeguard the bank from potential loss / AML fraud & ensure ethical behavior
Responsible for quality & soundness of assigned Platform/NEOBiz (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc.).
Follow up on EDD queries, DTR queries, Referrals to avoid any delay in outward remittances
No breach of Customer Experience Conduct or Customer Protection Regulation standards

Prompt resolution of any referrals raised by the respective internal teams/ stakeholders like CPC, DTR, compliance etc.
Coordinate with the customers for all EDD queries raised by the CPC and Compliance.
Adherence to KYC/ AML and relevant product SOPs to safeguard the bank from potential loss / AML fraud & ensure ethical behavior
Understanding and use of Flex cube, CRM, side viewer, and any other relevant identified system
Ensure to action all the cases within the TAT
Support the Customer for timely Updating of KYC/ Turnover variance in line with the bank’s requirement by coordinating with the SME compliance and SME Business Governance team
Follow up on EDD queries, DTR queries, Referrals to avoid any delay in outward remittances
Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance
Assisting compliance/AML/FP&I & all governance units without tipping off a customer
Adhering to all regulatory requirements followed by the bank
Work closely with SME central teams, compliance & all governance units
Operation risk management through active reporting analysis
No breach of Customer Experience Conduct or Customer Protection Regulation standards

Operating Environment, Framework and Boundaries, Working Relationships

Operates in an assigned business environment where the interface with customers is over the telephone, email.
Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking.
The Job holder needs to work closely with branches, SME central teams, compliance & all governance units.
Adherence to SOP & ensuring quality service to the NEOBiz-portfolio.

Problem Solving

Complaint resolutions are mostly related to explaining procedures or providing information regarding Platform/NEOBiz banking. First point resolution,
Getting to root cause analysis and reversals of charges where necessary as per ADM.

Decision Making Authority & Responsibility

The job requires the job holder to possess skills to review customer relationships, bank’s policies, and financial objectives to take decisions on charges reversal, account maintenances,
Operation risk management through active reporting, analysis 7 monitoring
Limited to certain functions which enable on-the-spot Monitoring.

University graduate (Preferably with some finance / Banking or math’s component)
Excellent knowledge of business banking products
Minimum 1-3 years of experience in business banking
Good knowledge in compliance and AML
Excellent communication skills (Oral and written)
Very customer focused
Good knowledge of Microsoft tools (Word, excel & PowerPoint)

Senior Virtual Relationship Manager - NB - TARU.MGN Pak - Business Banking-VRM SME.Retail Banking Group-PAKCOE