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Client Management and Services Officer

Job Summary:

The Client Management Officer (CMO) plays a critical role in IICD by ensuring the efficient and accurate coverage for tier-specific accounts or relationships further classified as (1) Green/Growth (2) Counterparty/Correspondent (3) Broker/Agent/Dealer relationships within IICD departments (FID/RMD) and attaining assigned revenue/income growth targets

The role consequently serves as a vital link and bridge to the Relationship Managers and Green/Growth class clients for strategic development whilst (1) maintaining consistent coverage in collaboration with all internal stakeholders and key partners in the bank, (2) Handle client-related requirements, functions and tasks (3) eventually resulting to a seamless client experience and tier-class income development/upgrade of the Green/Growth accounts to higher revenue classes of the RM (Bronze, Silver, Gold Platinum)

  • The CMO will also be responsible for handling various administrative, operational and process requirements, ensuring compliance with internal / regulatory policies and procedures including but not limited to: Credit, Risk, Legal, policy AML/KYC Client Onboarding/Offboarding, Internal/External Audit, MIS reporting in collaboration with the Department head and/or Division head of IICD and performs other related functions that may be assigned from time to time.

 

Specific Duties and Responsibilities

  • Client Onboarding & Account Coverage
    • Serves as primary coverage for Tier specific classified accounts of the department Green/Growth relationships, (2) Counterparty/Correspondent (3) Broker/Agent/Dealer
    • Proactively identify, evaluate and resolve potential client issues and concerns.
    • Collaborate with RMs in the preparation of client presentations and meeting materials.
    • Work closely with relationship managers to improve client satisfaction and development of Green/Growth accounts and relationships

 

  • Know-Your-Customer (KYC) Client Maintenance

 

    • Manage account opening and maintenance requests, including updates to client information, KYC/AML documentation, account onboarding/off-boarding and closures.
    • Process and verify client onboarding documentation, ensuring completeness and accuracy.
  • Collects all documentary requirements relating to onboarding NTB/NTI relationships.  Ensures complete and timely collection of updated KYC documents/requirements of IICD’s accounts on or before the renewal deadline.
  • Orderly monitors the respective expiration dates of each of IICD clients’ KYC documentation via a monitoring file / sheet. Updates respective RMs on the KYC expiries of their clients.
  • Reviews and evaluates completeness of client submissions prior to the expiry
  • Ensures timely and quality handling of AML/KYC/documentation-related inquiries received from both internal and external customers/counterparties of IICD to support banking FID/RMD customer service requirements. 
  • Coordinate with AML, compliance and legal teams to resolve any onboarding or account management issues.
  • When necessary (including but not limited to cases where clarification is needed regarding documentary waiver requests or sufficiency of a document submission), proactively coordinates and seeks approval/concurrence with AML Division to ensure quality handling and satisfaction of requirements according to the Bank’s and BSP’s standards.
  • Builds & updates bank/client profiles for parallel KYC purposes of IICD clients.
  • Review the Bank’s existing Relationship Management Application (“RMA”) FI counterparties and recommends cancellation of the RMA relationship to the handling FID RM if there are no dealings for more than 1 year.
      • Company background
      • Financial highlights (as provided for by Credit Group)
      • Recent company developments,
      • Reciprocity reports,
      • Other special arrangement, if any
  • Credit and Risk Management
    • Prepares IICD portion of ERCA and provide information on the proposal i.e., existing and proposed facilities, type of facility, purpose and business justification and credit & business reciprocity.
    • Responds to requests for credit and background information on select customers with other local banks to assist requesting units in their review of existing and prospective accounts.
    • Coordinates with user units on requirements for line borrowings and utilization with IICD Counterparties (e.g., Treasury Group, Trust Banking Group, Institutional Sales Group, IOSG, Loans & Trade).
  • Transaction Handling & Facilitation
    • Process client transaction requests, including, availments, utilizations, transfers, payments, and other financial instructions, ensuring timely and accurate execution with internal partners and stakeholders.
    • Investigate and resolve transaction discrepancies and client inquiries related to operational processes and coordinate with relevant stakeholders.
    • Provide as needed support to Relationship Managers in handling complex client requests and resolving operational issues.
  • Documentation & Reporting:
    • Maintain accurate and up-to-date client records and documentation in relevant systems.
    • Generate and distribute client reports and statements as required.
    • Prepare and maintain operational procedures and process documentation.
  • Compliance & Risk Management:
    • Ensure adherence to internal policies, procedures, and regulatory requirements, including KYC/AML and data privacy regulations.
    • Endorses AML /KYC/ US Patriot Act Questionnaires received from various domestic and foreign correspondent banks to Compliance Division. Monitor assessment of Compliance Division to the accomplished AML Questionnaires provided by the correspondent banks. Facilitates/handles transactional AML related queries
    • Responds to inquiries of internal and external customers on correspondent banking services and other related matters by SWIFT/Fax/Phone/Email. 
    • Identify and escalate potential risks and compliance issues to the appropriate stakeholders.
    • Participate in audits and compliance reviews as required.
  • Process Improvement/Special Projects:
    • Identify opportunities to streamline and improve operational processes.
    • Contribute to the development and implementation of new systems and procedures.
    • Participate in projects to automate manual processes as required and needed.

Qualifications:

  • Bachelor's degree in Business Administration, Finance, or a related field.
  • Minimum of (2) years of relevant experience in front and/or middle office role within the financial services industry.  
  • Basic to Intermediate understanding in Credit & Risk Management
  • Knowledgeable of KYC/AML regulations and compliance requirements.
  • Strong understanding of client onboarding, account maintenance, and operational procedures within the bank/financial services industry
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).  
  • Experience and familiarity with similar CRM-Customer Relationship Management platforms and client management systems.
  • Excellent attention to detail and accuracy.
  • Strong organizational and time management skills.  
  • Excellent communication and interpersonal skills.
  • Ability to work well under pressure and meet deadlines.
  • Problem solving and analytical skills

Preferred Qualifications:

  • Experience with specific financial products or services relevant to IICD’s RM business.
  • Knowledge of relevant industry regulations and best practices.

Key Competencies:

  • Client Focus
  • Attention to Detail/ Problem Solving
  • Communication
  • Teamwork
  • Operational and Service Excellence

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