Account Opening Associate

Description:

The new BOI UK operating model and business structure is designed to build on our niche strengths and expertise, break down silos, reduce complexity and support the delivery of our strategy across the UK!

The UK Operations business unit is a key enabler of this strategy and is responsible for all personal and business customer/account servicing, debt management, customer relationships (vulnerable customers, bereavements and complaints), operational resilience, IT and Information Security and supplier management & governance in support of all solutions/Business Units.

Within UK Operations, Operations NI & Partnership Distribution bring together operational retail and business expertise supporting NI & Partnership Distribution, including NI Customer Contact Centre; Branch Fulfilment Centre; Payments oversight; Belfast Cash Centre; Business Banking Operations (incorporating Business Banking Client Services NI); and service ownership of any operational services provided by BOI Group (under the Intra Group Sourcing Arrangements) to NI & Partnership Distribution.

The Account Opening Case Associate, is accountable for working collaboratively within Business Banking Client Services NI Account Opening to ensure high standards of all aspects related to the delivery of business account opening (including mandate changes, trigger events, contingent liabilities and Global Market account opening), are met in line with regulatory compliance to all policies and procedures.

Key Accountabilities

• Accountable for delivery of all aspects of account opening process requests for Business Banking NI customers
• Champion serving customers brilliantly through delivery of high quality and accurate fulfilment of customer account opening/mandate amendment requests focussing on right first time and proactive management of cases, while ensuring pledges and promises are delivered within Service Level Agreements
• Champion & deliver accurate and efficient completion of workload
• Deliver high quality day to day support to colleagues and customers through assembling relevant information to enable responses to queries, whilst completing all activities in accordance with unit procedures
• Completion of KYC/ AML review, liaising with the customer on queries and pro-actively raising cases to ensure a swift resolution
• Record/update all relevant information on Bank systems with a high level of accuracy
• Focus on key satisfaction areas such as Right First Time and understand the implications and impacts of you own decisions on our customer and other business areas

The successful candidate will support the unit manager with delivering effective and collaborative teamwork, implementing process improvements, adopting new technology and services, production of management information, driving performance based approach across the unit and evidencing high levels of customer service.

• Shown understanding of business account opening requirements in line with UK regulations
• Strong understanding of Banks systems e.g. KYC, Servicelink, SharePoint, Toscana
• Strong analytical and PC skills including Microsoft Office & SharePoint
• Strong customer focus, with emphasis on delivery and collaborative approach to problem solving
• Ability to prioritise workloads while working in a fast paced environment
• Excellent communication skills Independent and decisive with an ability to support change delivery and deliver optimum customer and business outcomes

Key Competencies

• Accountable - Self
• Customer Focused - Self
• One Group, one team - Self
• Agile - Self
• Champion Transformation - Self