Job Summary:
The Onboarding Officer is responsible for facilitating and managing the digital onboarding process for DEIG products, ensuring seamless and efficient experience for new users. This role involves verifying applications, maintaining accurate customer accounts, providing customer support, and ensuring compliance with relevant regulations.
- Reviews and validates processed KYC documents either in manual form or in digital onboarding applications and dispositions of DEIG products to ensure accuracy of information and compliance to regulatory requirements and standards.
- Performs merchant maintenance, termination, and reactivation of the DEIG products and services.
- Proactively monitors customer onboarding accounts and analyzes approval/rejection trends to identify potential process improvements.
- Promptly identifies and reports suspicious activities and instances of fake IDs, creating detailed and comprehensive incident reports for further investigation.
- Provides comprehensive support to the DEIG Operations Officer by efficiently and accurately completing necessary eKYC documents, ensuring adherence to Compliance and Fraud Risk policies.
- Manages and maintains customer accounts, ensuring information accuracy and updates.
- Provides exceptional customer support through various communication channels (email, etc.), addressing inquiries, resolving concerns, and troubleshooting issues in a timely and professional manner.
- Maintains documentation and records related to onboarding activities.
- Supports the month-end process and generates month-end reports.
- Coordinates with internal teams, such as Operations/Settlement, and Branch Teams and external providers on the customer / vendor / merchant concerns, which include, but are not limited to, application status, accreditation status, settlement concerns, and service concerns.
- Performs necessary activities and tasks to ensure that all items within his/her scope are compliant with the various policies and guidelines of various internal and external stakeholders, such as RCBC business units, BSP, and AMLC. Such that any item found to be irregular and non-compliant will be the officer's responsibility to report to his/her immediate supervisor and/or as prescribed by the bank's policy on reporting and escalating items of the said nature.
Qualifications:
- Bachelor's degree in Accounting, Finance, Business Administration, or any related field of study
- At least 1-2 years of work experience, preferably in eKYC handling or customer support
