Customer Liaison Officer – Chinese Speaking

Job Description
Customer Relationship Management
• Serve as the primary point of contact for Chinese-speaking customers and prospects.
• Build and maintain strong, professional relationships with Chinese-speaking customers.
• Understand customers’ banking needs and provide appropriate information on the Bank’s products and services.
• Provide timely responses to customer enquiries, requests, and complaints.
• Maintain regular communication with customers to enhance engagement and satisfaction.
• Identify opportunities to deepen existing customer relationships and increase customer retention.
• Chinese Language & Communication Support
• Provide professional interpretation and translation support between Chinese-speaking customers and relevant Bank personnel.
• Translate customer communications, correspondence, forms, presentations, and other relevant documents where required.
• Facilitate effective communication during customer meetings, business discussions, account-opening processes, and service engagements.
• Assist in bridging cultural and communication gaps between the Bank and Chinese-speaking customers.
• Customer Acquisition & Business Development
• Identify and support the acquisition of new Chinese-speaking customers through referrals, networking, business engagements, and other approved channels.
• Develop and maintain a database of Chinese-speaking prospects and customers.
• Support customer engagement activities, campaigns, and events targeted at the Chinese-speaking community.
• Ensure all customer onboarding activities comply with the Bank’s KYC, AML/CFT, data protection, and other applicable requirements.
• Customer Service & Complaint Resolution
• Act as an intermediary between customers and relevant internal teams to facilitate timely resolution of complaints.
• Monitor outstanding complaints and provide customers with appropriate updates.
• Ensure a high standard of customer experience is maintained throughout every customer interaction.
• Compliance & Risk Management
• Ensure all customer interactions and activities are conducted in accordance with the Bank’s policies and procedures.
• Escalate suspicious or unusual customer activities through the appropriate channels.
• Adhere strictly to AML/CFT, sanctions, data privacy, information security, and other regulatory requirements.
• Market Intelligence & Customer Insights
• Monitor the banking needs and expectations of Chinese-speaking customers in Nigeria.
• Provide feedback on emerging customer needs, market opportunities, and competitor activities.
• Identify potential opportunities for the Bank to develop or improve products and services for Chinese-speaking customers.
• Support management with relevant insights on the Chinese business and expatriate customer segment.