Caroline Williams Email and Phone Number

Identified, measured, mitigated, monitored and report of risks on a timely basis.• Contributed to the formulation and development of the Bank’s Strategic Plan with specificattention to Risk and Compliance• Ensure the necessary policies, procedures and controls are in place regarding complyingwith applicable laws, regulations and international standards and best practices applicableto the Banking and mortgage Industry.• Implement and monitor the Bank’s Anti-Money Laundering & Combating the Financing ofTerrorism programme.• Aggregate, review, and report, at least quarterly, information on the major risk exposures ofthe Bank’s Business and Support Units• Facilitate Bank-wide required training on AML Compliance and other risk related requiredtrainings.• Oversee and manage the implementation of the Bank’s Business Continuity Planning andDisaster Recovery management.

Carry out routine examination of branches and departments in accordance with audit plan.• Carry out investigations capable of detecting fraud and irregularities as directed by management.• Improve the regularization of exceptions raised bank-wide by external examiners.• Prompt identification and escalation of all regulatory breaches may lead to sanctions

Lead a team of 43 customer service representatives and managers in delivering exceptional service to the bank’s clients/customers.• Provide strategic solutions to ease bottlenecks in processes.• Disseminate customer information both outward via Corporate Communications Department• Provide thrust for the implementation of ASO's customer strategy.• Identifying viable customer initiatives and strategies targeted at driving customer satisfaction.• Analysing customer service officers (all lines) reports, interpreting to identify trends and solutions for identified bottlenecks, complaints, or issues.• Collating customer index reports to Management• Identify customer contention issues bank -wide providing strategic solutions to easing challenges towards maximizing customer satisfaction.• Reporting customer mindset to Management – a finger on the pulse of the ASO customer• Working with teams to identify solutions to customer challenges, complaints etc

Ensure the quality of calls and emails achieve optimum customer satisfactionfor both incoming and outgoing calls Attend to challenging customers with complaints that require escalation involving ot her departments with up to 90% satisfactory resolution status.• Ensure that team members are informed and properly trained to attend to inquiries regarding all new products and services from customers.• Monitor CST Customer Complaint Log to ensure that appro priate customer information is captured.•     Ensure that the CRM application is functioning  in full capacity Monitor theCRM and ensure that reports are obtained as at when due.• Ensures that viable initiatives and bottlenecks are identified from complaints and enquiries received to ascertain maximum customer satisfaction.

Receive and collate all calls made to the customer service phone lines.•     Receive and respond to all mails sent to the customer service mailb ox.• Notify  customers  via   bulk   SMS  regarding  availability  of   withdrawal instruments, Offer letters and receipts and C of O•     Collect and identify nature and trends in complaints and/or enquiries.•     Send reports as at when due.• Track all new accounts opened bank wide within the week, contact these customers and ensure customer information is captured correctly on T24 application.•     Monitor and ensure proper update of t he customer complaint log branch wide.

•     Attending to walk -in customers' enquiries about the bank's products andmortgage services•     Identify customer needs and refer customers to appropriate banking se rvices.• Promote customer loyalty and retention by effectively delivering the required services.• Resolving customer complaints and or channeling customer complaints to the appropriate department and ensuring a resolution is achieved.•     Demonstrate mastery of customer service processes.

Liaising with  Head,  SQM  and  Consultants in  executing and  reportingCustomer   satisfaction  feedbacks:  mystery   shopping   and   customer satisfaction surveys• Liaising with relevant units for  monitoring the implementation  reports of Customer satisfaction feedbacks Conducting branch visits and liaising with HOPs on branch related matters• Assist in the development and delivery of relevant training and deployment of  initiatives aimed  at  developin g  and  instilling customer service and professional behavior in ASO personnel.•     Monitoring brand compliance bank wide• Liaising with HOP's, Marketers and CSO's on strategies and training needs for the enhancement of Customer Service Excellence• Liaising with Customer Service and Corporate Communications  to ensure customer awareness of product and service expectations and de livery.

Organize and supervise all educational advising activities of the organization.• Educational advice needed by customers, GIEVA/Choices Club m embers and parents.•     Coordinate and monitor international examinations e.g SAT, GRE, GMAT andTOEFL)•     Plan and execute the organization's  Volunteers Network Group (ChoicesClub)