Roles & Responsibilities

1. Relationship Support Team Corporate Service Team Service Delivery Manager • Forms administration • Open credits applications • BACS applications • Notice withdrawal forms • Bankline forms • Third Party Indemnities • Cash & Coin forms • Mandates • Account Opening (new or additional) • Collate, send out & manage all account opening documents • Manage KYC (Know your Customer) requirements • Manage KYB (Know Your Business) requirements • Mandates • Escalations / exceptions from Payment Services • Payment referrals • Cheque Technical referrals • Status Enquiries • Change of name • Account enquiries & information • Audit letter enquiries • BACS recalls • Balance & transaction enquiries • Bankers drafts request • Branch enquires • Changes to Account details • Cheque book & paying in book requests • Closing accounts • Currency orders • Encashment & wages breakdowns • Exchange rate enquiries • Inter-Account transfers • Interest & balance certificates • Payment queries – Domestic & International • Open credit processing • Standing orders & direct debits • Statement enquiries & requests • Stopped cheques • Complex mandates & Group schedules • Customer service review meetings • Escalation point – For recurring group service issues • Bankline training • Efficiency/projects • Service Delivery Meetings • Customer Satisfaction Survey Follow Up • Concerns & Queries • Customer seminars [i.e. Fraud] • Service consultancy • Fraud training/consultancy Cash Management • Product Innovation • New business implementation • Customer review meetings • Service Charge reviews • Tender Responses • Cash Management Consultancy Service First point of contact for telephone & written requests. Roles & Responsibilities