Customer Loyalty Member - Onboarding Private Banking (CEX)

Requirements

• Strong operational excellence skills: prioritization, disciplined follow-up, stakeholder management, and a can-do mentality.
• -Comfortable interacting with clients via email and phone in a professional, service-oriented, and controlled manner.
• Good understanding of KYC/AML, documentation completeness, and operational controls in a regulated environment.
• Ability to align and steer stakeholders in a clear, assertive, and collaborative manner (Private Banker, FCP, ... as well as documentation and Product/IT related dependencies) to ensure progress and timely case closure.
• Data-driven approach: ability to use KPIs/dashboards to monitor backlog, lead times, quality, and recurring issues.
• Languages: Full professional proficiency in both national languages (client-facing) and good English.
• Experience with onboarding/remediation operating models (checklists, clear entry/exit criteria, playbooks).
• Familiarity with documentation lifecycle processes/tools and how they impact
• onboarding completion.
• Experience with reporting cadences and operational steering (weekly follow-up, monthly steering) using KPIs.

Benefits

Additional Information

Job Description Private Banking - Customer & Employee Experience (CEX) - Onboarding & Monitoring Team: Private Banking - Customer & Employee Experience (CEX) - Onboarding & Monitoring Why This Role Is Exciting - You will be the driving force behind faster, more predictable, and compliant onboarding for Private Banking clients, improving both client and employee experience (CEX) through strong execution and coordination. - You will work at the intersection of operations, client assistance, risk/compliance (FCP/KYC), and stakeholder coordination to reduce fragmentation and re-work. - You will have a direct impact on key outcomes such as time to onboard, time to invest and first-time-right quality, supported by SLA/KPI steering. - You will own end-to-end cases and make things move across multiple teams and dependencies. Your Mission - Function as the end-to-end case owner for onboarding, from intake through coordination and monitoring to closure. - Coordinate all involved parties (Private Banker, Client, Financial Crime Prevention, Tax, Documentation, Product/IT, ...) and manage dependencies until completion. - Execute defined operational activities including system inputs (e.g., IRIS, AAA), status updates and administrative onboarding steps. - Proactively and reactively contact clients (email/phone) to support data & document collection, clarify missing information, and accelerate progress. - Actively monitor lead times, completeness and quality, trigger corrective actions, and escalate when SLA/thresholds, quality or risks are at stake. - Ensure first-time-right closure by confirming operational completeness (documentation, system records and required controls) and formally closing the case. - Contribute to dashboarding and reporting (backlog, ageing, lead times, quality trends) and help drive continuous improvement. - Provide oversight and lead initiatives for data quality management across the full lifecycle (via dedicated dashboard and steering committee)

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Company Intel

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