The bank for a changing world

We are looking for

Client Service Supervisor (Permanent)

Apply REF: ITO000899

Position Purpose

  • To provide frontline client service throughout the client life cycle and assist with Loan Services duties and static data input/monitoring.

  • Contribution to other missions of the department

  • Supervise team memebers ( currently two Client Service Officers )

  • Hold regular one to one and team meetings.

  • Hold regular meeting with stake holders – ISPL Mumbai Stataic Data Team, TBA Front Office team

  • Monitor ongoing staff performace and perform yearly appraisls

  • Manage any client compliants and report to management accordingly

Key Responsibilities


1. Client Service

  • Manage clients’ enquiries & complaints

  • Handle all account management related enquiries (bank statement / balance check / update of      Board Resolution / account details / audit request)

  • E-banking support (Connexis Cash, Trade, Supply Chain, Centric, Cortex Deposit) and others as appropriate.

  • Coordinate with Implementation Manager for proper client handover post implementation and collect & store executed clients’ documents

  • Single point of contact of e-banking clients and route to Regional e-banking when request is system / product related

  • Track & monitor client’s request until full closing

  • Input client’s request in Hobart and escalate to the right level (e.g. Regional e-banking, ITO CB)

  • Manage daily and monthly account monitoring tasks related to AML

  • Inactive clients: communicate with client before dormant.First screening of inactive clients before validation by SBO

  • Interface between the Client and BNPP internal teams

  • Share and disseminate the common objective of global client satisfaction

  • Activity participates in the annual Client Satisfaction Survey. Review results and propose action plan to improve internal and external satisfaction.

2. Loan Services

  • Prepare and validate facility agreement (Coverage / vanilla facility only)

    • Prepare facility letter and security documents
    • Liaise with Legal if client requests to change the standard facility letter
    • Send contract draft to SBO
    • Due diligence and conformity check
    • Ensure documents are properly executed ( check signatures
  • Documentation administration (for all type of facilities) and Static Data
    • Input guarantor and facility data in A2 as per Authorization Ticket
    • Input Client’s risk data in A2 as per Authorization Ticket which is duly approved
    • Safe keep the Security Documents
    • Ensure data integrity of various systems, eg Atlas, RMPM 

3. AML queries and reporting

  • Communicate to the Business/Compliance daily and monthly AML reports
  • Contact clients for further information in relation to their payments due to Compliance escalations
  • Ensure adherence to AML/FS-related Group Policies and execution of associated operational controls, and to promptly escalate any resulting hit for analysis and decision.”

Personal Attributes

  • Motivation and prioritisation – the pressure of the job requires the incumbent to display a high degree of self motivation and good prioritisation skills.

  • Quality- understanding that all aspects of the job require a quality outcome.

  • Attention to Detail.

  • Communication- being able to clearly convey information both internally and externally.

  • Client focus, ability to organise daily work around cut off times.

  • Responsiveness/flexibility/initiative.

  • Ability to cross train and to undertake different function responsibilities within the team

Specific Qualifications & Experience Required

  • Client Support via services centre, call centre etc.

  • Knowledge of Corporate Banking products, payments.

  • Knowledge of Client agreement format and type of content (letter of Offer for instance).

  • Minimum 5 years experience in Corporate Banking processing environment

  • Tertiary studies in the Banking / Finance Industry

Primary Location: AU-NSW-SydneyJob Type: Standard / PermanentJob: CUSTOMER RELATIONSHIP MANAGEMENTEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsExperience Level: Not Indicated