SINAS FATHIMA @ Shanaz

• Providing spectacular top-notch services to clients and bring in sales to the bank by achieving KPI target every month.
• Handle both personal and corporate account services.
• Assist in customers’ enquiries and ensure DBS service delivery standards are met in achieving total customer satisfaction
• Prospect and introduce customers to the Bank’s products and services.
• Educate and migrate customers towards our digital platform
• Drive service excellence in the areas of customer satisfaction - customer wait time, problem resolution and customer feedback/escalation/complaint
• Ability to understand issues and appropriately escalate to Management in a timely fashion
• Ensure compliance with all regulatory requirements
• Improve customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
• Enhance team efficiency by implementing streamlined procedures for daily operations.
• Develop strong relationships with customers, resulting in repeat business and increased loyalty.

⦁ Achieve high service standard by ensuring efficient and quality service to customers and handle customer complaints in professional manner.
⦁ Ensure data entry and operational transactions are executed expeditiously and with minimum error, in compliance with audit and statutory guidelines.
⦁ Understand and exercise Know Your Customer and Customer Due Diligence ( KYC and CDD) procedures when onboarding customers to ensure they are suitable clientele for HSBC during account opening.
⦁ Digital banking champion, Promote and educate customers in using self service channels such as Internet Banking, Phone Banking and Automated Teller Machines.
⦁ Cross-selling of credit cards, bank loans, fixed deposit and suitable bank accounts and insurance to clients as per their needs and requirements.
⦁ Develop and implement wealth preservation and wealth accumulation plans using insurance solutions.
⦁ Identify wealth, protection, home loan needs for referral to wealth specialists and mortgage officers.
⦁ Providing administrative support to Premier Relationship Managers.
⦁ Attend to operational needs of branch and business where required by line managers or Branch Director.
⦁ Reach out to client base with customer contacts provided by bank.
⦁ Providing spectacular top-notch services to clients and bring in sales to bank by achieving KPI target every month.

⦁ Opening of Corporate Accounts.
⦁ Maintenance and issuing of of Internet Banking for Personal and Corporate Accounts.
⦁ ATM entries reconciliation - ATM accounts related Nostro entries reconciliation.
⦁ Processing atm re- pin requests and embossed card requests.
⦁ ATM Card issuance/ Replacement/ hotlisting related requests.
⦁ Preparation of voucher and posting of entries for ATM cash replenishment, Nostro settlement accounts and cash withdrawal from MAS.
⦁ Tallying of Credit advices received against bulk cash deposit by branches.
⦁ Settlement of ATM/POS dispute claims and chargeback requests.
⦁ Recording and reporting of all ATM and POS claims received in ATM/POS dispute register.
⦁ Monthly compiling of card charges from billing data received.
⦁ Investigation of entries in suspense and sundry deposits account and ensure timely reversal of entries.
⦁ Checking for International POS transactions not claimed by MasterCard on a monthly basis
⦁ Monthly reporting of ATM , POS and VISA commission and charges.
⦁ Monthly reporting of entries in ATM suspense, ATM sundry deposits and Branch suspense accounts.
⦁ Daily ATM uptime compilation

⦁ Customer service excellence, greet and serve our customers with highest service standards.
⦁ Handle customer queries, issues, feedback and complaints with appropriate advice.
⦁ Assisting to attract and retain customers in a competitive landscape
⦁ Promote HSBC products and services in a prompt, efficient and professional manner
⦁ Report suspicious transactions to proper channels
⦁ Providing consistent and accurate information across channels
⦁ To be able to work independently and efficiently in a fast-paced environment

⦁ Process all daily branch and cash transactions accurately and efficiently.
⦁ Handle all over-the-counter banking transactions and services.
⦁ Assist with enquiries from customers.
⦁ Introduce self-service and automated banking channel services to customers.
⦁ Perform all banking activities in accordance with regulatory requirements.
⦁ Assist with backroom clerical batching and filling of documents.

⦁ Renew and update all the contract agreements and insurance.
⦁ Deal with NEA, BCA and EMA licenses.
⦁ Liaise with contractors and suppliers and rising of purchase orders and invoice tracking.
⦁ Setting up and coordinating meetings and conferences.
⦁ In charge of facility bookings and book keeping.
⦁ Typing documents and maintaining paper and electronic filing system.
⦁ Handling calls, correspondence, e-mail and filing and all other clerical duties.