Associate, Customer Onboarding Operations Specialist, Australia

Job Purpose:

The Customer Onboarding Operations Associate is responsible for supporting the seamless and efficient onboarding of new customers within DBS Australia Branch. This role involves meticulous data handling, document verification, accurate data input into the core banking system, and ensuring compliance with bank policies and regulatory requirements during the customer onboarding journey. The associate will also contribute to managing customer enquiries as part of the customer support team. The associate will contribute to reducing processing times and minimizing manual effort by leveraging technological advancements in data extraction and pre-population of information.

Strong customer service skills for phone call and email handling. Excellent excel skills to assist with regulatory reporting and other CAS tasks.  

Key Accountabilities:

• To ensure smooth and consistent completion of onboarding customers, any updates on the customers' static data, CASA account opening, maintenance, and closure in the  Finacle Core Banking
• To ensure smooth and consistent completion of customers' audit confirmation
• Verify customer data and conduct due diligence checks, adhering to established policies and standards.
• Handle inbound customer calls and emails, addressing inquiries, complaints, and service requests promptly and professionally.
• Assist with regulatory reporting, FATCA, and CRS reporting

Job duties & responsibilities:

Customer Onboarding Operations:

• Process customer onboarding requests, ensuring all necessary documentation and information are accurately collected and verified.
• Ensure timely processing of instructions, account opening forms, and client static maintenance within agreed Service Level Agreements (SLAs)
• Collaborate with internal teams (e.g., Relationship Managers, Customer Service Officers, CORE Team) to facilitate the onboarding process and resolve any issues.
• Ensure compliance with all regulatory requirements and internal bank policies during the onboarding journey.
• Execute day-to-day customer onboarding processes, ensuring accuracy and adherence to established procedures.
• Track and monitor the status of onboarding applications, providing updates to stakeholders as needed.
• Assist in streamlining the onboarding process, particularly for new-to-bank customers and those requiring specific product setups.
• Validate customer information across various supporting documents against application inputs.
• Accurately input and update customer data into the core banking system.
• Assist with internal and external audit, RCSA sampling and reviews
• Support system User Acceptance Testing (UAT) when required (may be some weekends)
• Ensure adherence to SLAs and Standard Operating Procedures

Customer Enquiries Handling:

• Investigate and resolve customer issues, escalating complex cases to the appropriate teams or specialists when necessary.
• Troubleshoot and resolve customer's Internet Banking inquiries

• Adhere to complaint handling procedures, ensuring timely resolution and proper communication with customers regarding outcomes and any required extensions.

• Proactively identify opportunities to enhance customer experience and satisfaction.

Qualifications and Skills:

• Education\: Bachelor's degree in Business Administration, Finance, or a related field.
• Experience\: Minimum 3 years of relevant experience in operations, customer service, or a similar role within the financial services industry.
• Technical Skills:
  • Experience with core banking systems is highly desirable.
  • Knowledge of Know Your Customer (KYC) principles, customer due diligence and banking terminologies
  • Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint
  • Ability to adapt to new technologies and automated tools.
• Soft Skills:
  • Strong attention to detail and high accuracy and efficiency in data entry
  • Good communication and interpersonal skills.
  • Strong customer service orientation and problem-solving skills for supporting customer enquiries.
  • Ability to work effectively in a team-oriented environment.