Customer Liaison Officer – Chinese Speaking

Customer Relationship Management

1. 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.