Officer – Customer Fulfilment (Business Banking)

As an Officer – Customer Fulfilment (BB Customer Fulfilment) Your role is to manage customer fulfilment, including credit administration, credit documentation, and limit maintenance functions related to Business Banking. You will ensure the delivery of quality service to internal and external customers by adhering to TAT, SLA, internal (Operating Procedures), and external (Central Bank) guidelines set out for all customer requests.

What You’ll Do

• Serve as RAKBANK's brand ambassador by demonstrating professionalism, strong knowledge of our processes, and optimizing every opportunity to exceed customer expectations.
• Ensure required documentation and administrative work related to each customer's application is completed accurately and promptly.
• Be responsible for achieving individual and team performance targets while maintaining appropriate operational risk control and compliance in all activities.
• Support and facilitate processes by providing clear communication, anticipating and aligning expectations, and organizing necessary data to produce quality results.
• Provide ongoing support for the commercial fulfilment process, ensuring established service levels are met and impeccable client service is provided.
• Deliver superior service to internal and external clients by taking ownership of client needs and requests, assisting with follow-ups to ensure timely and accurate resolution.
• Stay updated on financial services industry knowledge, standards, and practices.
• Gain a high level of proficiency and assist with maintaining integrity in the bank’s operating system.
• Ensure all operational tasks assigned as per desk duties/operating procedures are completed within timescales and with a high degree of accuracy, while providing excellent customer service to both external and internal customers and adhering to all appropriate processes and procedures.
• Maintain a good understanding of Business Banking products, including but not limited to trade working capital and loans.
• Follow control mechanisms, verify daily reports, and prepare, verify, and dispatch all periodical returns assigned within the scheduled time.
• Authorize transactions as per Operating Procedures and ensure transactions are checked and signed.
• Prevent operational losses caused by errors or lapses in laid-down controls and highlight any discrepancies that may lead to risk or financial loss to the assistant manager.
• Escalate promptly to the line manager any irregularities or incidents that may lead to risk or financial loss.
• Ensure compliance with policies, procedures, standards, and reporting requirements, as well as relevant regulatory and statutory requirements.
• Ensure all staff meet the required service standards as per Service Level Agreements or cut-off times mentioned in operating procedures.
• Identify and recommend improvements to procedures and processes to enhance service levels.
• Be proactive in addressing a wide range of customer inquiries and issues, resolving them or escalating as appropriate.
• Assist the assistant manager (team leader) in ensuring that individuals under supervision have appropriate levels of competency and skills to effectively carry out their roles.
• Maintain awareness of the department's Business Continuity Plan and undertake appropriate training to ensure correct actions are taken in the event of an incident or disruption.
• Perform any other duties or tasks as required or instructed by the assistant manager (team leader) or line manager to support the smooth operation of the department.