The Onboarding Specialist is responsible for New-To-Bank Onboarding requests from when the account is opened (0-30days). To maximize the opportunity to ensure all NTB customers are properly onboard from day 0 and ensure they are active on digital channels, carded, and to introduce the Platinum Support Centre as an alternative when the RMs cannot be reached, to ensure breaching the gap.
Key Responsibilities
- Grow channel adoption and carding based on introduction
- Provide a responsive service to clients in the portfolio to ensure that queries, problems and transactional banking requests are answered quickly and efficiently.
- Manage and monitor accounts not mapped to RMs/ Exited RMs and align monthly based on control policies
- Manage daily, weekly, monthly, quarterly reports, and continuous communication deployment through Sales force Marketing cloud platform. (Emails/SMS).
- Cross-sell existing Bank and group financial products and services to obtain greater share of wallet
Experience Required
- Minimum of 2-4 years' experience with banking products, compliance procedures, and regulations related to financial services management. Previous branch banking experience is required.
Behavioural Competencies:
- Articulating Information
- Embracing Change
- Establishing Rapport
- Following Procedures
- Managing Tasks
- Meeting Timescales
- Producing Output
- Seizing Opportunities
- Showing Composure
- Team Working
- Upholding Standards
- Valuing Individuals
Technical Competencies:
- Active Listening
- Banking Process & Procedures
- Customer Understanding ( Consumer Banking)
- Product and Services Knowledge
- Product Knowledge (Consumer Banking)
- Risk Identification
- Telephone Caller Handling