Officer, Sales Advisory Liabilities

Job Purpose

To ensure end-to-end management of digitally initiated SME account applications (e.g., NEOBIZ, BCA), providing expert support to clients while maintaining strict compliance with the bank’s control and risk frameworks. This role aims to maximize conversion rates of digital applications, reduce processing turnaround time (TAT), and deliver a superior client onboarding experience.

Key Responsibilities

• Take full ownership of allocated SME onboarding applications via the Web Portal and BAW systems.
• Pre-screen applications to ensure completeness of data and documentation in line with internal standards.
• Minimize application rejections or errors by ensuring high-quality submissions prior to passing to internal units.
• Coordinate directly with clients to guide them through document requirements and respond to queries from Governance, CCAM, or Compliance.
• Explain regulatory requirements (e.g., KYC, AML) in an accessible and client-friendly manner to improve client responsiveness and clarity.
• Ensure client touchpoints are handled with professionalism, accuracy, and timeliness.

• Maintain high awareness of AML, Sanctions, Taxation, and Operational Risk requirements and ensure full adherence.
• Ensure accurate updates on CRM tools and internal trackers for each application under management.
• Follow up diligently with both clients and internal stakeholders (e.g., Governance, FP&I, Contact Center) to ensure issues are resolved swiftly.
• Adhere strictly to the bank’s SOPs, Operation Procedures (OPM), AML/KYC Policies, and SME account opening requirements.

• Maximize STP (Straight Through Processing) rates by ensuring first-time-right application processing.
• Consistently achieve or exceed monthly account opening targets.
• Reduce processing TAT for all assigned cases by proactively identifying and resolving bottlenecks.
• Contribute to ongoing process improvements to further streamline the SME onboarding journey.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, or related field (preferred).

• 2–4 years of experience in banking, preferably within SME banking, operations, or customer onboarding.
• Exposure to control functions such as Compliance, Operations, or Governance is an added advantage.

Skills & Competencies

• Strong verbal and written communication skills for effective client interaction.
• High level of attention to detail and consistency in applying controls and compliance requirements.
• Strong time management and prioritization skills to manage multiple applications concurrently.
• Familiarity with systems such as BAW, CRM, and Web Portal-based onboarding platforms.
• Clear understanding of KYC/AML principles, SME account structuring, and customer due diligence.