Client Service Representative - SME Business Banking

Summary

Provide a high standard of professional service by greeting and assisting clients in a courteous, efficient, and timely manner. Ensure client satisfaction through seamless transaction processing, prompt resolution of inquiries, and value-added after-sales service. Actively cross-sell the Group’s products and services, provide training and support to SMEs, and assist the Training and Development Officer with training programs, development initiatives, and client engagement events for the Business Resource Centre.

Responsibilities

• • Deliver exceptional client service by greeting and responding to clients promptly and courteously and completing transactions according to Sagicor Bank’s Client Service Standards.
• • Open new accounts for clients, namely savings accounts, current accounts, certificate of deposits.
• • Initiate relevant documentation for the opening of all accounts in accordance with the Bank’s guidelines.
• • Perform client verification as appropriate for each product.
• • Ensure that all mandatory checks are completed to achieve Know Your Client (KYC) and POCA requirements.
• • Develop and maintain strong relationships with SME clients, understanding their needs and offering tailored guidance and support.
• • Support the day-to-day operations of the SME Business Resource Centre, ensuring an inviting and efficient environment for clients.
• • Maintain accurate and up-to-date records of client interactions, training programs, and Business Resource Centre activities.
• • Prepare client correspondence, including letters and communications for internal and external stakeholders.
• • Assist with organizing and coordinating SME related events and workshops as well as supporting marketing efforts.
• • Educate clients on the bank’s products, services and digital banking options to enhance their experience.
• • Achieve assigned cross selling and referral targets by actively promoting products and services to new and existing clients to drive revenue.
• • Assist with account maintenance including updating client information, processing requests, and resolving discrepancies.
• • Participate in sales campaigns and initiatives to enhance business performance by representing the Bank at networking and client events to develop additional business.
• • Ensure that all transactions are conducted in compliance with regulatory standards and internal policies, maintaining the highest level of integrity and accuracy.
• • Assist in monitoring service standards and performance metrics to ensure adherence to key performance indicators (KPIs).
• • Stay informed of and prepared to execute the Business Continuity Plan in case of emergencies or disruptions.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • Sound knowledge of the bank’s systems, policies, and procedures.
• • In-depth understanding of the Proceeds of Crime Act (POCA).
• • Sales, negotiation, and client service expertise.
• • Sound knowledge of computer software packages including spreadsheet and word processing applications.
• • Strong organizational and time management skills.
• • High level of professionalism, ethics, and integrity

Qualifications

• • Bachelor’s Degree in Finance, Business Administration, Banking, Supervisory Management or related field from a recognized tertiary institution.
• • Minimum of one (1) year experience in a Financial Institution.

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