Senior Associate, Relationship Management- Merchant Lending

Relationship management

• Work closely with Relationship Management team/Business Development Officers and Unit Managers/Heads to identify desired service levels. 

• Work on projects with Client Experience Manager or Governance as required to improve and standardize overall client services across all channels and contribute to developing and implement agreed actions 

• Ensure smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.
• Provide regular feedback to Product Managers on process / service-related issues.
• Meeting the service standards and turnaround time’s outline with SLA.

Risk management and Governance

• Assist the Relationship Management team/Business Development Officers to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as pertaining to Asset/Liabilities/insurance and investment.
• Actively participate and contribute to reduce Rejects and Referrals on all products sourced by Relationship Management team/Business Development Officers, by acting as a checker and providing feedback.
• Ensure expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis.

• Represent BDU Business Banking in liaising with audit for operational issues/ working with Relationship Management team/Business Development Officers in rectifying all audit objections and queries. 

• Ensure excellent quality of KYC is maintained on all clients including regular annual reviews of facilities/turnover and nature of transactions. Pending reviews to be completed on a priority basis.

• Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required. 

• Administration & Reporting

• Ensure client records and transactions are recorded/processed on the system in a timely/accurate manner. 

• Ensure effective handling of customer complaints/inquiries for Mashreq BDU Business Banking Clients.

• Monitor customer feedback to ensure Mashreq BDU Business Banking standards are met at all levels. 

•   Governance and Audit
• Support Relationship Management team/Business Development Officers with KYC, FATCA updatation and to have updated client information.
• Assist with effective implementation of all audit recommendations and procedures as advised by Senior Management
• Refer all matters of non-routine nature to appropriate superiors.
• To monitor the authenticity of the applications and other credit facilities by pre-screening and process where applicable the applications / requests effectively ensuring that all financial and non-financial parameters are adhered with proper signoff at every stage.
• Identify anomalies in lodgment, pledging or withdrawal process and highlighting such anomalies to the unit management for onward follow-up / procedural change.
•    Finance CPR
• Manage the portfolio mapping metrics and review portfolio CPR regularly .