Nov 11, 2021

Banking Customer Onboarding Representative

  • Swissquote
  • Luxembourg District, Luxembourg
Full time Account Management Banking Customer Services

Job Description

The primary role of the Client Services Representative – Client Onboarding is to contact prospective clients and respond to their queries via the phone, email and in-person channels, in order to facilitate account openings and increase the prospect to client conversion ratio.

·          Contact and conduct follow-up with prospective clients, primarily via telephone and email, with the intention of securing the account

·          Identify the needs of prospective clients, offer solutions as necessary and be proactive in closing and converting every opportunity

·          Provide accurate and complete information on all of the bank’s products and services

·          Provide advice, assistance, and issue resolution on opening an account

·          Proactively plan prospective client contacts, taking into account their individual profiles to prioritise and prepare outbound calls and emails, including account opening interviews

·          Work closely with Client Services, Marketing and Compliance to deliver the best possible outcomes to prospective clients

 

KEY ACCOUNTABILITIES

·          Communicate clearly and professionally with each contact

·          Gain the confidence and trust of prospective clients through provision of premium level service at all times

·          Ensure that the information provided does not breach the scope of ‘execution-only’ servicing

·          Handle the day-to-day execution of certain sales and marketing initiatives.

·          Contribute to our onboarding strategy to improve the client experience. This includes identifying trends in client analytics and compliance or operational events that impact conversions.

·          Assisting with sales and promotional events, whether in the organisation of the events, attendance or follow up

·          Contribute to the development of the bank’s image as a premium quality international online bank and brokerage service

·          Learn all aspects of the bank’s platforms and products so as to be able to answer prospective client questions

·          Understand and adhere to industry regulations and company operating policy and values, particularly with regards to MiFID, anti-money laundering, anti-terrorist financing and banking secrecy regulations, as stipulated by the CSSF, which must be strictly applied

·          Identify and log operational risks via the department risk register

·          The role is a flexible resource, and while focused on relationship management and commercial activity, supporting client-servicing duties and support to the bank’s initiatives will be required from time to time.

·          To ensure complaints are processed as per company procedure.

·          To identify and log client service operational risks via the department Risk Register.

·          To provide additional support and input to Bank initiatives as requested and in cooperation with other functional areas.

·          Treat customers fairly at all times

Qualifications

·          Fluent English required, French or German would be an advantage

·          Good knowledge of Excel and Word

·          Ability to work both autonomously and in a team

·          Flexibility to take on varied tasks

·          Confident and professional

·          Up selling and cross selling

·          Influencing

·          Analytical & Problem solving

·          Time Management

·          Excellent communication – Verbal and Written

·          Curiosity to learn new financial products and systems


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