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