CDD Officer Full Time NEW

The CDD Officer is responsible for validating all opened bank accounts whilst ensuring that standards, procedures, and policies are adhered to as per the Bank’s policy. This job role will include implementing well thought through Quality Assurance (“QA”) initiatives related to the services and products ila Bank provides to effectively meet customer needs and preferences.

Key elements of the job include providing quality assurance on activities that include: Customer Account, Records and Transaction Records Management and Customer Experience.

Principal Responsibilities, Accountabilities And Deliverables Of Role

• Establishing a Quality Assurance Framework including and limited to agreeing with relevant stakeholders and developing where required Policies, Standards and Procedures.
• Understanding the regulatory requirements, the bank’s products and services along with the customer needs and requirements to develop effective quality assurance processes.
• Ensure service levels are agreed and documented across different processes.
• Monitoring vendors compliance with agreed SLAs and producing periodic management information report for senior management.
• Conducting overall quality assurance checks as per an agreed plan with Risk, Compliance and Business functions.
• Sample checking customer accounts, ensuring all the necessary due diligence is applied, required documentation is obtained and records are kept as per the bank’s Policies and Standards.
• Perform QA on records maintained in CRM and other related systems.
• Provide continuous quality assurance on Data integrity and Service Quality across Customer Support Channels (Backend, Contact Centre, Social Media & Service Centre).
• Monitoring either remotely or on recorded basis and evaluate agents performance including scripts, data, process consistency, product knowledge etc).
• Analyse actual or potential failure points in tested processes to set action plans/ preventive actions periodically or as required and communicates results to management and stakeholders.
• Ensure periodic reporting of QA tests results to senior management through an appropriate governance forum.
• Conduct customer satisfaction surveys on a random basis or as required.
• Submit detailed reports as required to appropriate stakeholders.
• Ensure continuous monitoring of the efficiency of existing processes and propose enhancements where required.
• Provide awareness and training in areas of deficiencies and ensure adequate record keeping of the same.

Experience

• Proven practical experience in quality assurance
• Conscientious and responsible
• A keen eye for detail and a results driven approach

Education

• BSc/ BA in Business Administration or relevant field