Sr. Relationship Officer

national07 Gansu, China

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Job Description

Job Title: Sr. Relationship Officer - Client Services (Business Banking)

Posting Start Date: 14/07/2026

Job Description:

Job Purpose

A member of the Client Support Function responsible for independently providing operational support across client query resolution, transaction support, onboarding assistance, and KYC documentation fulfilment, ensuring accuracy, compliance, and service excellence.

Key Accountabilities

Handle client and internal queries across trade and non-trade products

Initiate customer contact for new client onboarding based on details received from Relationship Managers, KYC & related activities, remediation, and document collection.

Obtain, review, and validate all required customer documentation for account opening, KYCs including changes in shareholding, signatories, mandates, and related customer details.

Escalate unresolved or complex queries to the Manager in line with procedures
Coordinate with Operations, Compliance, and IT

Maintain high compliance standards in new account onboarding, KYC & query resolution

Ensure accurate record-keeping of queries, resolutions, and follow-ups and systems updates for new customer onboarding & KYC reviews.

Identify recurring manual interventions, system gaps, and error trends and proactively suggest improvements (processes, systems) to the Manager.

Support UAT activities

Guide junior staff

Other Accountabilities

Job Context

The role operates in a high-volume, customer-facing environment requiring accuracy, responsiveness, and strong coordination with internal teams while adhering to service levels and regulatory requirements.

Education

Minimum Bachelor’s Degree related to a business field such as accounting or economics

Experience and Skills

Education level
Bachelor’s Degree related to a business field such as Accounting, Commerce and Economics.
Experience & Skills:
 Minimum 5–7 years of banking experience in customer service, operations, or KYC support
 Good knowledge of banking products and AML/KYC and documentation requirements
 Proficient in Microsoft Office and banking applications
 Customer-focused mindset with effective communication skills

Technical Competencies

Core and Regulatory Banking Systems-Retail Banking- Basic

Collaboration-Basic

Customer Focus-Basic

Results Orientation-Basic

Communication-Basic

Agility and Innovation-Basic

Customer Service - Retail Banking- Proficient

Policies and Procedures-Service Delivery-Advanced

Process Re-engineering-Service Delivery-Basic

Governance, Compliance and Audit-CIBG Business Management-Advanced

Product Knowledge-CIBG Business Management- Advanced

Behavioural Competencies

Agility and Innovation-Basic

Customer Focus-Basic

Collaboration-Basic

Communication-Basic

Results Orientation-Basic

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