Hard Skills
IntermediateAccount ReconciliationOverseeing the verification of bank statements and transaction records to ensure account accuracy and integrity.
AdvancedRegulatory Compliance OversightEnsuring all account-related activities comply with banking regulations, Anti-Money Laundering (AML), and Know Your Customer (KYC) standards.
IntermediateCore Banking Systems (CBS) ProficiencyTechnical expertise in operating and troubleshooting the specialized software platforms used to manage customer account data.
IntermediateWorkflow OptimizationDesigning and refining processes for information retrieval and customer request handling to improve speed.
Soft Skills
AdvancedTeam LeadershipThe ability to guide, motivate, and manage a group of customer service representatives to achieve operational targets.
AdvancedConflict ResolutionHandling escalated customer complaints and disputes regarding account services or information discrepancies.
IntermediatePerformance CoachingIdentifying skill gaps in subordinates and providing structured feedback and training to enhance service quality.