Operations Support Coordinator

• Perform the operational functions related to funds transfers, cheque collection, certificates, non-cash items, custody, accounts, & deposits in addition to offloading the Sales & Service area from any operational activities to ensure better customer experience.

• Process and perform all requests received from sales and service area (Non-Financial Requests) related to new accounts & existing ones, various customer requests related to bank products and services to ensure finalizing all operational related functions according to the set TAT.
• Handles all the allocated operational functions with strict adherence to set processes (Opening Accounts, handling existing accounts, handling TDs & CDs, ATM insertetc )
• File and carefully maintain bank data, documents in an efficient and timely manner according to bank's SOPs and manuals.
• Ensure accurate reconciliation and daily balancing of security items are conducted as per SOP.
• Handle all the requested data related to the designated roles
• Proceed with all collection cheques requests according to the bank SOP.
• Ensure accuracy of data/documents in order to avoid any returned cases from central operations.
• Ensure Sending all operational documents to central operations departments according to the standard turnaround time/cut-off time& according to the agreed the service level agreement=.
• Coordinate with retail operations, Card center, branches, units or any other concerned departments to resolve any customer problems , complaints and queries.
• Ensure safe and proper custody of security items (credit cards/ debit cards/ cheque books/ pins/ documents and acknowledgements) including handing over/ taking over.
• Deviations and exceptions reporting in branch monthly exception report in a timely manner.
• Implement “Anti-money laundering law” and “knows your customer” concepts.
• Meeting operations cross selling targets without affecting their primary work and service standards in order to contribute in the achievement of the branches KPIs.

Customer Handling:

• Receive applications from customers and to ensure that all application fields are fulfilled , the required documents are obtained & the needed due diligence has been properly done in addition to delivering documents to customers within the set procedures and declared Turnaround time.
• Provide customers with basic information on all products/services.
• Perform issuing the certificates requested by the customers.

Reporting:

• Handle customer requests efficiently and raise any problems to the Operations Senior Officer to maintain & increase the customer satisfaction.
• Be attentive to any possible frauds and risks and provide customer feedback to direct supervision.
• Escalates the unsolved customer complaints to theOperations Senior Officer or and Area operations manager for taking the necessary action.
• Record Deviations and exceptions ( MER ) resulted in the branch in a timely manner

Policies, Processes and Procedures:

• Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day- to-day operations:

• Follows the day-to-day operations related to own jobs in the concerned department to ensure continuity of work

Compliance:

• Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.