Purpose of Role:

Key Accountabilities:

• Maximises manager’s portfolio potential by regularly analysing client information and anticipating needs.
• Actively delivers on client requests, enquiries and complaints in a professional manner at all times to ensure customer primacy is delivered.
• Adheres to banking and compliance standards in accordance with Platinum Banking and Head Office instructions.
• Extensive interaction with clients, mainly on the telephone or in interview situations in support of relationship managers. Determining client requirements and offering solutions to these, recognising ‘buying signals’, and knowing when to refer up to a relationship manager or introduce to a specialist area. This requires active seeking of full range of information, focusing on what is relevant, and the need to seize opportunities to take action.
• Due to the mobile operation of relationship managers, the incumbent is often responsible for maintaining the day-to-day high standard of service for clients. This may include dealing with centralised processing units and specialist business areas and may require use of initiative to meet clients’ needs within given timescales.
• Supports relationship managers in drafting lending or mortgage proposals to be sent to the CRM team. These may be complicated and require an understanding of the risk issues involved and how these may be mitigated. The nature of the client base, as International and Domestic professionals, makes this particularly demanding.

Critical Knowledge & Skills Required:

• Obligatory knowledge of equivalent local legislation, to ensure compliance with the Bank’s regulatory requirements, including regulations relating to jobholders’ investment / financial advice responsibilities [if appropriate].
• Knowledge of the Bank’s Risk Management principles and procedures required to enable propositions to be put to the CRM team.
• Progression towards, or attainment of Investment qualification would be an advantage.
• Microsoft Word/Excel/Outlook/ICBS IT courses.
• Consultative selling skills, particularly telephone techniques training.
• Product knowledge courses.
• Risk awareness including ‘Offshore awareness’ training and of course Anti Monetary Laundering Procedures.
• Delighting customers and managing relationships
• Personal results and Influencing others
• Good communications skills
• Personal organisation and Self-development
• Information gathering
• Analytical mind and Good sense of judgment
• Self-confidence
• Consultative selling
• PC literate and numerate
• Oral and written communications
• Needs identification and problem solving
• Analytical and risk assessment skills
• Time management/self planning and organising
• Profit orientation and business awareness skills

Experience Required:

• Must be focused on being fully up to date on the Platinum Banking product offering, you should also have a strong awareness of the other functions and products marketed through FirstCaribbean.
• Awareness of insurance, taxation and asset protection, estate planning products and services, and how these can be approached to best benefit our clients.
• Experience of, or at least be totally at ease with clients from differing social, religious, ethnic and cultural backgrounds.
• The jobholder must be totally at ease with the concept of personal affluence and high net-worth clients.
• The jobholder must have experience of, or at least be totally at ease with dealing with the personal financial affairs of senior executives from major finance houses.
• Previous experience in a customer service role is essential.
• General experience or knowledge in sales and service, financial services, personal lending.
• Experience in International banking, including knowledge of foreign exchange.