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Talent Community | Customer Service Representative | Middle Office BU | CIB SBU | September 2024

Mauritius Commercial Bank
Full-time
On-site
Mauritius
Description

Embark on a journey within the Middle Office BU, a Business Unit within the Corporate & Institutional Banking (CIB), which acts as a shared services platform for its front office functions whilst encouraging the four-eyes principle and reinforcing control across the CIB value chain. 

 We are on the lookout for:

Job vacancy: Customer Service Representative

Career level: Career Focus 

Your responsibility will be to provide high quality and value-added service to Large Corporates - Domestic, Global and International - in relation to transactional requests, account related queries, onboarding of corporate customers and cross sell appropriate products and services in view of enhancing customer experience while abiding by established processes and regulatory guidelines.

In this role you will,

  • Proactively advise and propose appropriate products & services on a need’s basis and coordinate with the appropriate teams along the value chain to enhance the customer experience;
  • Handle promptly and follow up on customer queries/requests/transactions from end to end whilst proposing the appropriate solutions in view of providing the best level of service and achieve customer satisfaction;
  • Participate in customers' meetings, as and when necessary, to accompany the Coverage Team in its strategy whilst ensuring a high level of quality service;
  • Verify customer related documents and instructions for authenticity to avoid any financial or reputational risks, ( eg for high value transactions), and follow up on clients' requests by liaising with different stakeholders for timely processing until completion;
  • Ensure due diligence when carrying out any assigned tasks; in a prompt and timely manner for smooth running of operations;
  • Create and amend customer records and/ or route clients' requests in the appropriate system workflow for further processing by relevant sections within the value chain;
  • Propose enhancements to work processes for operational efficiency and improved customer service delivery;
  • Carry out any assigned administrative tasks (letters, emails, VMS, tracking tools) on a prompt and timely basis for smooth running of operations;
  • Identify business opportunities within assigned portfolio and accompany the Relationship Managers in their leads;
  • Continually share information and experience to promote a high performance culture;
  • Gain greater exposure to relevant techniques and processes for enhanced proficiency;
  • Encourage self-learning, leverage on knowledge sharing exercises within the team to target continuous upskilling and acquisition of knowledge whilst demonstrating willingness to grow and shoulder higher responsibilities.

To succeed, you will be required to demonstrate the following competencies: 

  • Demonstrate the ability to set and achieve personal work goals efficiently and effectively;
  • Prove track record of delivering results and consistently meeting or exceeding customer expectations;
  • Resilient in coping with pressures and setbacks, maintaining performance and focus under challenging conditions;
  • Skilled in meticulously following instructions and procedures to ensure accuracy and compliance;
  • Exceptional at planning and organizing tasks to optimize efficiency and meet deadlines;
  • Proficient in writing and reporting, with the ability to produce clear, concise, and accurate documentation.

We are looking for a candidate who has a minimum of

  • At least a Diploma in Finance, Banking, Accounting, Management or any relevant field; 
  • At least 18 months’ experience in Banking or Finance or Fund/ Global Business Sector including 1 year experience dealing with Corporate clients;

OR 

At least 3 years’ experience in Banking or Finance or Fund/ Global Business Sector including 1 year experience dealing with Corporate clients

Competencies:

Our team is looking for highly dedicated professionals and strong team players with great customer service skills, able to integrate an existing customer service team, ever-ready to propose alternative solutions, and value adding advice to cater for the needs of our evolving customers’ requirements.

Other Information

Should you be interested in joining our Customer Service Representative | Middle Office Talent Community, please click on ‘Apply’ to complete your online application.

Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered.

The deadline for submission of application is 31 March 2025.

The Management reserves the right not to appoint anyone following this advert.