Client Engagement Lead – Banking

Job Description

Duties include:
As a subject matter expert (SME) you will be responsible for training new client and intermediaries in order to maximise digital adoption and self service capabilities
As a result of the above you will have accountability for ensuring on-boarding is a timely, efficient and positive user experience
You will be responsible for delivering end to end (E2E) training and demonstrating the client journey to clients, ensuring all aspects of self-service are covered and expectations are managed at all times
You will regularly review queries and support requests in order that self-service aides, e.g. FAQ’s, are maintained and readily accessible
You will act as a ‘Live Agent’ to ensure queries and support issues are resolved or referred appropriately and in a timely manner, managing customer expectations throughout, and building excellent relationships
At all times you will comply with all internal policies and deliver against regulatory and legal obligations
Working with the functional teams including Transformation and IT, you will identify and deliver operational improvements for the banking platform and ensure new and existing clients are kept informed of any enhancements
You will work closely with Business Development colleagues to follow up on new client relationships and deliver an excellent service proposition
You will be required to act as SME for any new electronic banking products

Skills and experience required:
Experience of building and maintaining strong relationships with key stakeholders, both internal and external
Excellent time-management, self-planning and organisational skills, as well as strong presentation and interpersonal skills
5 years Banking experience (preferable)
Knowledge of CDD/AML requirements for non-retail client on-boarding
Experience in identifying and resolving problems through root cause analysis
Excellent verbal and written communication and influencing skills
Familiarity with banking regulatory framework