Senior Account Services Officer

JOB SUMMARY

The Senior Account Services Officer is responsible for performing and overseeing account servicing activities, including customer onboarding, account opening and maintenance, KYC/CDD/EDD, customer information updates, debit card handling, customer inquiries and complaints, records and accountable forms management, and other branch account services functions.

In addition to handling day-to-day Account Services activities, the Senior Account Services Officer serves as a subject matter resource and escalation point for complex or non-standard transactions, supports quality assurance and regulatory compliance, assists in coaching and guiding Account Services Officers, and helps ensure operational continuity across shifts.

The role requires strong knowledge of branch banking operations, customer due diligence, regulatory requirements, operational risk and internal controls. The position requires working on a shifting schedule, including different work shifts as required by business and operational needs.

DUTIES AND RESPONSIBILITIES

CUSTOMER ONBOARDING, KYC AND ACCOUNT OPENING

• Conduct customer due diligence (CDD) and Know-Your-Customer (KYC) procedures in accordance with regulatory requirements and company policies.

• Review and validate the legitimacy and acceptability of proof of identity and other supporting documents submitted by customers.

• Immediately identify and escalate suspected counterfeit, fraudulent, altered, or suspicious documents and transactions.

• Validate the completeness, accuracy, and consistency of customer information reflected in the Customer Information Sheet, Account Opening Form, and supporting documents.

• Conduct signature verification in accordance with established procedures.

• Ensure proper documentation and filing of proof of identity and other account opening requirements.

• Create customer profiles and open accounts in the Core Banking System (CBS).

• Secure the appropriate approval for customer and account creation.

• Release passbooks, chequebooks, Time Deposit Certificates, and other account-related documents, as applicable.

• Ensure Account Opening Document Sets are properly scanned, indexed, filed, and retained.

• Perform Enhanced Due Diligence (EDD) for customers and transactions requiring additional review.

• Handle and/or provide guidance on complex, non-standard, high-risk, or escalated onboarding cases.

• Conduct quality checks on account opening and KYC/CDD documentation, as assigned, to ensure compliance with internal and regulatory requirements.

CUSTOMER ACCOUNT MAINTENANCE AND SERVICING

• Validate customer documents presented in support of customer-initiated information updates.

• Perform customer profile updates resulting from customer requests, periodic reviews, or other bank-initiated activities.

• Maintain customer accounts in the system based on authorized customer requests and bank-initiated activities.

• Prepare customer notifications and monitor their delivery status.

• Ensure account maintenance activities are properly authorized, documented, and completed within the required turnaround time.

• Review and resolve complex account servicing concerns and provide guidance to Account Services Officers when necessary.

• Identify unusual or potentially suspicious account activity and promptly escalate in accordance with established procedures.

CUSTOMER INTERACTION AND COMPLAINT RESOLUTION

• Attend to customer queries and account servicing requirements at the branch.

• Respond to customer inquiries received through approved communication channels, including email.

• Handle customer complaints professionally and ensure timely resolution or escalation.

• Serve as an escalation point for complex or sensitive customer concerns within the authority of the role.

• Perform customer call-outs, including Time Deposit maturity notifications, bounced cheque notifications, and other account-related communications.

• Facilitate the release, monitoring, pick-up, and/or replacement of bounced cheques, as applicable.

• Ensure customer interactions are handled in accordance with established service standards, data privacy requirements, and company policies.

• Assist Account Services Officers in resolving difficult customer situations and service-related concerns.

DEBIT CARD HANDLING

• Release debit cards to customers and ensure proper tagging and documentation in the system.

• Process card blocking for reported lost or stolen cards in accordance with established procedures.

• Ensure aged, unclaimed, or otherwise eligible cards are properly destroyed following prescribed controls.

• Maintain proper custody, inventory, monitoring, and documentation of debit cards under Account Services.

• Investigate and escalate discrepancies or exceptions relating to debit card inventory and handling.

RECORDS, ACCOUNTABLE FORMS AND VAULT CUSTODIANSHIP

• Safekeep accountable forms and maintain accurate records of their issuance and utilization.

• Ensure Account Opening Documents and proof of deposit are secured and organized during branch banking hours.

• Act as dual custodian for the safekeeping and release of cheques received for deposit to the Depository Bank.

• Perform Fire-Proof Cabinet/Vault custodianship responsibilities in accordance with established dual-control procedures.

• Ensure physical and electronic files are maintained securely, systematically, and within the prescribed retention period.

• Monitor compliance with document safekeeping, records management, and retention requirements.

• Promptly investigate and escalate discrepancies involving accountable forms, customer documents, cards, cheques, or other controlled items.

OPERATIONAL CONTROL AND QUALITY ASSURANCE

• Ensure Account Services transactions are completed accurately and within agreed turnaround times and service-level standards.

• Perform review or quality assurance activities on transactions and documents, as assigned, to identify errors, control gaps, and potential regulatory issues.

• Monitor outstanding, pending, and exception items and ensure timely resolution or escalation.

• Assist in ensuring proper implementation of maker-checker, dual-control, authorization, and other operational control requirements.

• Proactively identify operational, compliance, fraud, and customer service risks and recommend appropriate mitigating controls.

• Promptly report concerns, control deficiencies, recurring errors, and potential issues that may impact branch operations.

• Assist the immediate supervisor in root-cause analysis and implementation of corrective and preventive actions.

• Support internal, external, regulatory, and compliance audits by ensuring documents and records are complete and readily available and by assisting in addressing audit findings.

END-OF-DAY, SHIFT AND OPERATIONAL SUPPORT

• Generate and/or review End-of-Day (EOD) reports covering accounts opened and other Account Services activities and submit required reports to the Service Delivery Head or designated approver.

• Ensure pending transactions, exceptions, customer concerns, and operational issues are properly documented and endorsed during shift handovers.

• Support smooth operational continuity between shifts and ensure critical items are appropriately communicated to the incoming team.

• Serve as the senior Account Services resource during the assigned shift when required.

• Escalate urgent operational, customer, system, compliance, or control issues to the appropriate supervisor or stakeholder.

• Act as a reliever based on the established relief arrangement when team members are on leave or when required by operational needs.

• Work on a shifting schedule and provide coverage across assigned shifts based on branch and business requirements.

TEAM SUPPORT, COACHING AND KNOWLEDGE SHARING

• Provide day-to-day guidance and operational support to Account Services Officers and other team members.

• Assist in onboarding