Client Management Control and Support Officer

BNP Paribas offers you an exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with focus on creating valuable relations with our customers. We offer a competitive salary & benefits package and also an excellent work environment where you’re valued as part of our team!

BNP Paribas in Asia Pacific - https://careers.apac.bnpparibas
In Asia Pacific, BNP Paribas is one of the best-positioned international financial institutions with an uninterrupted presence since 1860. Currently with over 17,000 employees* and a presence in 14 markets, BNP Paribas provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

MAIN OBJECTIVES & PURPOSE :
Main objectives of the Control and Support team are to perform independent verification of client's instructions received from Front Office and also to support Front Office in the preparation of client communication letters and providing other administrative duties.

The team is also responsible for eBanking support of, such as the eBanking token set up and administration, and hotline for eBanking issues.

The team needs to work closely with Front Office to ensure all request are promptly completed with a high level of client satisfaction while ensuring all controls are followed.

CUSTOMER/SUPPLIER RELATIONS:
Internal:
 All WM APAC FO Markets
 Compliance, Legal, Credit, PCA, Management
 Digital Solutions
 IT and Operations
External :
 WM customers
 Regulator / external auditors

KEY RESULTS AREAS :
1. FO Control
The team is responsible for performing independent call back confirmation with clients for various client instructions (outgoing payments and asset transfers, change of static data, etc) and will need to work closely with Front Office to maintain client satisfaction.
The team will need to perform the independent call back promptly so as not to delay the processing of the instructions by the other downstream departments.
The staff needs to exercise good judgement on handling time sensitive transactions/ events while keeping risk control and preventing fraud as a priority, and be able to escalate issues

2. eBanking Hotline Support
The team is responsible for setting up eBanking access for our clients and the issuance of the eBanking tokens.
The team is also required to answer client queries on the bank's eBanking and other Digital solutions and if clients have issue with their eBanking access, help to perform 1st level troubleshooting of the client's eBanking issues and escalate the issue to IT Support for resolution.

3. FO Support
The team will also need to support the Front Office in the preparation of various client communication letters as an effort to streamline and improve the quality and efficiency of the process. This includes the preparation, validation and issuance of client reference letters, audit confirmation letters and preparation of ad-hoc statements and any other client letters where required.

4. Others
The team is also required to help prepare weekly management reports for Overdue KYC tracking and liasing with other stakeholders to submit their reports in a timely manner..
In addition, the team is also required to contribute to the implementation of Permanent Control policies and procedures in day-to-day business activities via KSP requests, regular procedure reviews, process deficiencies, etc.
Where required, the staff will also need to participate in projects and user testing for new system implementations.

SKILLS REQUIRED
Good communication skills towards handling of external and internal clients are required.
Prior client facing working experience in the financial/ banking industry is preferred.
A good understanding of back office asset transfer procedure, knowledge of account opening and maintenance, or supporting eBanking set up and hotline will be advantageous.
Ability to escalate, take decision on time sensitive transactions/events while keeping risk control / fraud as a priority.
Capacity to quickly adapt, understand varied and complex banking systems and procedures.
Fluent in Cantonese and Mandarin language is a strong advantage.
Strong MS Excel skills and is able to use expert functions like Pivot Tables, VB Macros, etc is preferred.