Service Desk Assistant

About Us:

National Bank of Kuwait (Int'l) Plc. is a leading bank in Kuwait with a strong presence in the international market. We offer a wide range of banking and financial services to our customers, and we are committed to providing innovative and efficient solutions to meet their needs. Our team is made up of highly skilled and motivated professionals who work together to deliver exceptional results and drive the growth of the bank.

Job Purpose:

The Service Desk Assistant role is responsible for providing operational and administrational support to Relationship Managers in NBKI and in NBK International offices ensuring efficient and accurate handling of administrative queries or requests relating to fund investments and account holdings.

This role requires strong service oriented and diligent coordination skills and attention to detail. 

Key responsibilities and accountabilities

• Routine processing and distribution of information/data related to clients’ account and fund investments holdings to local RMs and NBK international offices, periodically or as deemed necessary 
• Acting as a point of contact for responding to queries received from NBK international offices related to client balances, bank statements, card transactions, and SWIFT confirmations etc ensuring timely and accurate responses to all queries, adhering to service level agreements.
• Requesting updated identification documents from NBK international offices when required.
• Supporting the local RMs by arranging for standing instructions related to fund investments to be processed via the operations department. To handle all fund related Standing Orders.
• Following up with the respective NBK international offices on required funds for an upcoming fund investment subscription. 
• Following up and liaising with the local RMs and PB Assistants on the opening of new suffixes / sub accounts required for an upcoming fund investment subscription ensuring the account is active prior to the investment deadline.
• Coordinate between NBK Nominees and RMs in London and abroad for any information in relation to investor positions, audit statements, transfer of share ownership and other operational matters with NBK Nominees
• Assisting RMs with activating online banking and debit cards in addition to requesting new debit cards or pin codes.
• Investigating and escalating any potential issue related to a missed fund investment subscription or mismatching investments holdings data and liaising with the respective teams to achieve a resolution in a timely manner.
• Maintaining clear and effective communication with RMs and other stakeholders.
• Always preserve customers’ confidentiality, paying particular attention to the security of documentation and communications. Also, adherence to instructions for safeguarding information and not disclosing any information about customers to a third party without the customer’s written approval, or otherwise in compliance with legal/statutory requirements.
• Adhere to NBKI’s policies such as Private Banking SOP and Financial Crime Policies and Procedures.
• Perform duties with reasonable skill and diligence.
• Carry out any additional ad hoc duties as required by the Unit Head.

Detailed Duties

Accounts

• Provide balances upon request or twice a month as agreed with the RM in KW/SAUDI
• Provide Bank statements upon request or monthly, as agreed with the RM in KW/SAUDI
• Request updated Passports and CID’s when required e.g. colour copies

Investments

• Follow up with NBKW PB KWT Fund Admin Team or NBKW KSA on required funds for upcoming fund subscriptions
• Follow up with London RMs and Assistants on new suffixes required for new fund subscriptions 
• Coordinate with NBKN to provide summary of client’s holdings or shareholding certificates when required (Note: NBKN provide a summary to NBKW PB KWT RMs on weekly basis every Friday)
• Check if sub accounts / suffixes are active / blocked when a new subscription comes in. In case of a blocked account, to refer the matter to the London RM to arrange for the relevant approval (to follow up as well)
• Follow up on any other issue related to a fund for example missed subscription, funds summary not matching amounts credited into the account

Cards

• Issue cards / request replacements
• Activate cards
• Check card transactions when there is an enquiry from RM KWD / SAUDI
• Raise tickets via Evry View 2, for issues with debit cards and the authenticator app

Standing instructions related to investments

• Send request to ROPS to process Standing instructions related to fund investments

Online Banking

• Activate online banking profile and or other profile maintenance provided the signature was verified by the RM.

Payments

• Request SWIFTs from ROPS when required, to provide them to the relevant internal party (RM LDN  / RM KWT / RM SAUDI)

Fixed Deposits

• Generate Fixed Deposit confirmation to the relevant internal party (RM LDN  / RM KWT / RM SAUDI)

Fund Maturity 

• Liaise with NBKN to provide Unit Head / Head of PB of a list that contains clients who are no longer investors because their sole investment has matured

Qualifications Required:

• University degree in Accounting/Economics/Business Admin.

Experience 

• Up to 3 years of banking experience.

Competencies:

• Sound knowledge and understanding of Bank products, systems, services, and procedures.
• Good understanding of cultural sensitivities and issues.
• Good communications, presentation, and interpersonal skills.

Essential Skills:

• Sound organizational Skills 
• Sound management skills
• Good service skills
• Good IT skills including use of Microsoft office

Key Success Factors

• Good quality and team focus
• Good listener, self-control and patience delivering high standard Banking services
• Ability to interact professionally and clearly with colleagues in London and abroad.
• A strong commitment to the job and determination to excel. 
• Excellent organizational and follow up skills.

Why work with us?

At National Bank of Kuwait (Int'l) Plc., we value our employees and believe in their professional growth. We offer a competitive salary package, comprehensive benefits, and opportunities for career advancement. As a member of our team, you will have the chance to work on challenging and innovative projects, while being supported by a collaborative and dynamic work environment. If you are passionate about banking and service delivery, then we want to hear from you. Apply now and take the next step in your career!