Job Description
<p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>Customer Relationship Management</strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Serve as the primary point of contact for Chinese-speaking customers and prospects.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Build and maintain strong, professional relationships with Chinese-speaking customers.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Understand customers’ banking needs and provide appropriate information on the Bank’s products and services.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Provide timely responses to customer enquiries, requests, and complaints.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Maintain regular communication with customers to enhance engagement and satisfaction.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Identify opportunities to deepen existing customer relationships and increase customer retention.</span></span></p></li></ul><p> </p><p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>2. Chinese Language & Communication Support</strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Provide professional interpretation and translation support between Chinese-speaking customers and relevant Bank personnel.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Translate customer communications, correspondence, forms, presentations, and other relevant documents where required.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Facilitate effective communication during customer meetings, business discussions, account-opening processes, and service engagements.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Assist in bridging cultural and communication gaps between the Bank and Chinese-speaking customers.</span></span></p></li></ul><p> </p><p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>3. Customer Acquisition & Business Development</strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Identify and support the acquisition of new Chinese-speaking customers through referrals, networking, business engagements, and other approved channels.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Develop and maintain a database of Chinese-speaking prospects and customers.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Support customer engagement activities, campaigns, and events targeted at the Chinese-speaking community.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Ensure all customer onboarding activities comply with the Bank’s KYC, AML/CFT, data protection, and other applicable requirements.</span></span></p></li></ul><p> </p><p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>5. Customer Service & Complaint Resolution</strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Act as an intermediary between customers and relevant internal teams to facilitate timely resolution of complaints.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Monitor outstanding complaints and provide customers with appropriate updates.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Ensure a high standard of customer experience is maintained throughout every customer interaction.</span></span></p></li></ul><p> </p><p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>8. Compliance & Risk Management</strong></span></span></p><ul style="list-style-type: disc;"><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Ensure all customer interactions and activities are conducted in accordance with the Bank’s policies and procedures.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Escalate suspicious or unusual customer activities through the appropriate channels.</span></span></p></li><li class="ortl-align-justify"><p style="text-align: justify;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Adhere strictly to AML/CFT, sanctions, data privacy, information security, and other regulatory requirements.</span></span></p></li></ul><p> </p><p><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;"><strong>9. Market Intelligence & Customer Insights</strong></span></span></p><ul style="list-style-type: disc;"><li style="margin-bottom: 8pt;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Monitor the banking needs and expectations of Chinese-speaking customers in Nigeria.</span></span></li><li style="margin-bottom: 8pt;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Provide feedback on emerging customer needs, market opportunities, and competitor activities.</span></span></li><li style="margin-bottom: 8pt;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Identify potential opportunities for the Bank to develop or improve products and services for Chinese-speaking customers.</span></span></li><li style="margin-bottom: 8pt;"><span style="font-family: "Aptos Display", sans-serif;"><span lang="EN-GB" style="font-size: 12pt; line-height: 115%;">Support management with relevant insights on the Chinese business and expatriate customer segment.</span></span></li></ul>
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