Job Purpose
Perform the compliance with accounting procedures and processes; check and control the quantity and legality of customers provided documents ,support other departments within the scope of work
Key Accountabilities
Customer service activities
Front office operations for Wholesale Banking Division: Provide customers related services and consulting trasactions on assigned business area (Domestic Payment/International Payment) (excluding cash, treasury and credit services with collateral other than type 1):
Ensuring customer satisfaction with the bank's service quality. Support in solving WB units issues regarding customer service and operation.
Support and coordinate with WB's and other units to consult and solve issues related to customer service, answer customers inquiries on service quality to provide customers with a speedy, accurate and complete service.
Transactions handling:
Provide Techcombank forms (files/documents)
Receive custromer's request and check the legality and logical of customers provided documents, ensure the correctness of form use, in compliance to Techcombank regulations and the law. Verify domestic transactions details, stamp the documents, compare request made via fax/email at the end of the day
Perform accounting input for transactions on assigned business area as per internal policies, procedures,process,guideline...
Handling customers feedback, complaints; being the contact point with customers until the issues are resolved
Draft aggrements/contracts in accordance to Techcombank's regulations from time to time.
Others tasks as per Techcombank's regulation from time to time
Consult, guiding and support customers on products, services, finding suitable solutions for customers needs that complied with Techcombank regulations
Consult, guiding customers on E-banking services
Service quality management
Identify and report to superiors potential operational risks.
Suggest new ideas to improve current products quality, comments on related procedures, products, services provided by the unit.
Check transaction documents, ensuring the accurate information and sufficient quantity. File and archive accounting documents according to Techcombank's regulations. Responsible for tracking and collecting incomplete documents, ensuring the proper authorization applied. Working with RM and customers to complete these documents in accordance to bank regulations
Perform assigned tasks in accordance to the committed SLAs, meeting customers demand in a timely fashion.
Provide documents for internal inspection and control of Techcombank or at the request of relevant agencies as approved by the Board.
Responsible for controlling check points to ensure operation function smoothly and control of operational risks.
Responsible for criteria related to customer services' quality, interaction time, operation risks related to transactions operations, process improvement.
Report to Controller/Director Wholesales Banking Operations related issues of customer that are not resolved timely at other depts
Key Relationships - Internal Stakeholders
The business and legal divisions of the WB division, / the GTS division/ the CA division/ units of the Operations division; other functional blocks and departments of the Head Office
Key Relationships - External Stakeholders
Customers, commercial banks, State Bank of Vietnam, tax authorities, notary agencies, registration agencies for secured transactions...
Success Profile - Qualification and Experiences
University graduate (prioritize major: Finance, Accounting, Banking, Foreign trade)
At least 3 year of experiences domestic payment/international payment/trade finance/customer services
Having a certain common perception about the bank: core values, objectives, vision
Experience in the unit's products :Know the products and services that the unit is providing as well as commitment to SLA for those transactions.
Understanding in processes / regulations: good understanding of control related processes / regulations; understand the ways / principles to handle arising transactions
Foreign Languages: English - According to TCB's regulations from time to time
Competence in computer software
Workplace: 9 Ton Duc Thang, Dist 1, HCMC
Contact: Ms Phương - [protected info] - [protected info]
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