Head Office HCM - Officer, Wholesale Banking Operations

Job Purpose

- Perform the compliance with accounting procedures and processes; check and control the quantity and legality of customers provided documents ,support other departments within the scope of work

Key Accountabilities

Customer service activities
Front office operations for Wholesale Banking Division: Provide customers related services and consulting trasactions on assigned business area (Domestic Payment/International Payment) (excluding cash, treasury and credit services with collateral other than type 1):
- Ensuring customer satisfaction with the bank’s service quality. Support in solving WB units issues regarding customer service and operation.
- Support and coordinate with WB’s and other units to consult and solve issues related to customer service, answer customers inquiries on service quality to provide customers with a speedy, accurate and complete service.
- Transactions handling:
• Provide Techcombank forms (files/documents)
• Receive custromer’s request and check the legality and logical of customers provided documents, ensure the correctness of form use, in compliance to Techcombank regulations and the law. Verify domestic transactions details, stamp the documents, compare request made via fax/email at the end of the day
• Perform accounting input for transactions on assigned business area as per internal policies, procedures,process,guideline...
• Handling customers feedback, complaints; being the contact point with customers until the issues are resolved
• Draft aggrements/contracts in accordance to Techcombank’s regulations from time to time.
• Others tasks as per Techcombank’s regulation from time to time
- Consult, guiding and support customers on products, services, finding suitable solutions for customers needs that complied with Techcombank regulations
- Consult, guiding customers on E-banking services

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Service quality management
• Identify and report to superiors potential operational risks.
• Suggest new ideas to improve current products quality, comments on related procedures, products, services provided by the unit.
• Check transaction documents, ensuring the accurate information and sufficient quantity. File and archive accounting documents according to Techcombank’s regulations. Responsible for tracking and collecting incomplete documents, ensuring the proper authorization applied. Working with RM and customers to complete these documents in accordance to bank regulations
• Perform assigned tasks in accordance to the committed SLAs, meeting customers demand in a timely fashion.
• Provide documents for internal inspection and control of Techcombank or at the request of relevant agencies as approved by the Board.
• Responsible for controlling check points to ensure operation function smoothly and control of operational risks.
• Responsible for criteria related to customer services’ quality, interaction time, operation risks related to transactions operations, process improvement.
• Report to Controller/Director Wholesales Banking Operations related issues of customer that are not resolved timely at other depts

Key Relationships - Internal Stakeholders

The business and legal divisions of the WB division, / the GTS division/ the CA division/ units of the Operations division; other functional blocks and departments of the Head Office

Key Relationships - External Stakeholders

Customers, commercial banks, State Bank of Vietnam, tax authorities, notary agencies, registration agencies for secured transactions…

Success Profile - Qualification and Experiences

- University graduate (prioritize major: Finance, Accounting, Banking, Foreign trade)
- At least 3 year of experiences domestic payment/international payment/trade finance/customer services
- Having a certain common perception about the bank: core values, objectives, vision
- Experience in the unit's products :Know the products and services that the unit is providing as well as commitment to SLA for those transactions.
- Understanding in processes / regulations: good understanding of control related processes / regulations; understand the ways / principles to handle arising transactions
- Foreign Languages: English - According to TCB's regulations from time to time
- Competence in computer software

- Workplace: 9 Ton Duc Thang, Dist 1, HCMC

Contact: Ms Phương - 0969154339 - Phuongnth22@techcombank.com.vn