ANSA Merchant Bank Limited, Banking

Chaguanas, Trinidad

Job Summary:

The incumbent is responsible for supporting customer onboarding and account maintenance processes by ensuring the accurate creation, amendment, and maintenance of customer records within the Bank’s systems. The role involves validating and processing customer information and Know Your Customer (KYC) documentation, ensuring compliance with regulatory, Anti-Money Laundering (AML), and internal policy requirements. The position monitors onboarding activities, identifies and escalates potential fraud risks, tracks application performance metrics, and works collaboratively with internal stakeholders to resolve operational issues and enhance customer experience. Additionally, the role maintains accurate records, supports audit activities, performs data updates within banking systems, and provides administrative and operational support to meet the needs of the business.

Core Functions:

• Creation and Amendment of Customer files for the bank in a timely and accurate manner ensuring completeness in the operation.
• Performing reviews and updates of the bio data on the banking software for the business as directed, ensuring all supports are submitted and verified.
• Recording of submissions sent to the Operations department via the varying channels.
• Ensure proper collection, validation, and submission of Know Your Customer (KYC) documents through the application process (DBP)
• Ensure all onboarding processes comply with regulatory requirements, anti-money laundering (AML), and bank policies.
• Identify and report onboarding challenges to enhance customer experience within the application process.
• Monitor onboarding activities for suspicious behaviour and escalate potential fraud cases promptly.
• Verify the accuracy of customer data entered through the application and resolve discrepancies.
• Work with IT and product teams to troubleshoot issues in the onboarding workflow and suggest enhancements.
• Performance Tracking and Reporting of the application as it is processed highlighting any delays and bottlenecks.
• Track onboarding completion rates, customer feedback, and key performance metrics to improve efficiency.
• The uploading of the Ids and signatures on T24 as part of the onboarding process.
• Filing as needed both soft copy files and hard copy.
• Completion of ad hoc requests.
• Liaising with internal/external auditors
• Any other duties as direct by Management based on the needs of the business.

Education & Experience:

• Diploma in Business Administration or related field from an accredited institution.
• A minimum of 2 years banking experience in operations or similar environment.
• Proficiency in the use of personal computers with in-depth knowledge of Microsoft Office Suite.
• Display exceptional customer service and have a pleasant disposition.
• Respond timely and efficiently to customer requests.
• Sound interpersonal and communication skills (written and verbal).
• Ability to work as part of a team or independently to accomplish departmental goals.
• Motivated, flexible and ability to use own initiative.
• Ability to follow instructions as needed to ensure goal congruence.
• Competency with T24 would be an asset.
• Online banking related to onboarding and account creation.

Competencies:

• Accuracy – Numerical reasoning; arithmetic computation; using tables and graphs. Ensures that data/documents presented is free from error.
• Attention to Detail – Knowledge of AML policies, KYC guidelines and an understanding of onboarding guidelines. Thoroughness in accomplishing tasks through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Communication Skills – Demonstrates excellent oral and written communication, organizational, and interpersonal skills. Effectively conveys information and ideas in both individual and group settings while fostering an environment of open communication. Ensures timely and accurate information flows across all levels of the organization, encouraging collaboration, transparency, and the open exchange of ideas and opinions.
• Customer Focus – Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships. Able to recommend solutions based on investor needs and risk tolerance. In-depth understanding of the sales process.
• Results Oriented – Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence.
• Decision Making- Applies guidelines and procedures that require some interpretation in dealing with exceptions.