Customer Liaison Officer

Here are three alternative ways to rewrite and structure the **Key Responsibilities & Scope of Work** section for a Chinese-Speaking Customer Relationship / Desk Officer role:

### Option 1: Clean & Structured (Recommended)

**Key Responsibilities**

• **Customer Relationship Management:** Serve as the primary point of contact for Chinese-speaking clients and prospects, building trust-based relationships, identifying financial needs, and delivering tailored banking solutions to boost retention and engagement.

• **Language & Cultural Support:** Provide high-quality translation and interpretation during client meetings, business presentations, account onboarding, and official correspondence—bridging cultural and communication gaps between clients and internal bank teams.

• **Business Development & Customer Acquisition:** Identify prospective Chinese-speaking accounts through networking, referrals, and targeted outreach, maintaining an active pipeline while facilitating compliant client onboarding.

• **Complaint Resolution & Service Delivery:** Act as an internal liaison to resolve client issues and technical inquiries promptly, tracking open cases and ensuring an exceptional end-to-end customer experience.

• **Governance, Regulatory & Risk Compliance:** Execute all client onboarding and engagement in full compliance with bank policies, NDPR data privacy standards, and regulatory requirements (KYC, AML/CFT, and sanctions screening), reporting unusual transactions as necessary.

• **Market Intelligence & Strategic Insights:** Track emerging banking needs, competitor offerings, and market trends within the Chinese business and expatriate community in Nigeria to inform product development and senior leadership strategies.

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### Option 2: Core Responsibilities by Strategic Area (Categorized)

**Key Responsibilities**

**1. Relationship Management & Language Support**

• Primary liaison for Chinese-speaking retail, corporate, and expatriate clients.

• Provide dynamic interpretation and document translation for meetings, account opening forms, and official correspondence.

• Maintain regular client communication to drive engagement, product adoption, and long-term account retention.

**2. Commercial Growth & Business Development**

• Prospect and acquire new Chinese-speaking individual and corporate accounts through local networking, events, and business channels.

• Maintain an organized database of Chinese-speaking prospects and leads.

• Support targeted marketing initiatives aimed at the Chinese commercial ecosystem in Nigeria.

**3. Service Operations & Escalation Management**

• Intermediary between Chinese-speaking clients and internal operations to resolve service requests and technical inquiries.

• Track, manage, and report on client feedback and open complaint tickets to ensure high SLA compliance.

**4. Risk Control, KYC & Market Intelligence**

• Enforce 100% compliance with KYC, AML/CFT, sanctions screening, and data protection regulations for all onboarded clients.

• Monitor market dynamics and customer preferences within the Chinese business segment, offering actionable insights to product and executive management.

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### Option 3: Concise & Direct (Best for Quick Scanning)

**Responsibilities**

• **Primary Liaison:** Act as the first point of contact and primary relationship manager for Chinese-speaking customers and corporate accounts.

• **Translation & Cultural Alignment:** Deliver accurate Chinese-English translation and interpretation for onboarding, contract execution, and formal business meetings.

• **Market Expansion:** Drive business development and lead acquisition within the Chinese business and expatriate community in Nigeria.

• **Case Management:** Resolve customer inquiries and complaints by collaborating closely with internal bank operations and support units.

• **Regulatory Governance:** Ensure all account activations and client transactions strictly adhere to KYC, AML/CFT, and data privacy regulations.

• **Market Insights:** Gather intelligence on competitor offerings and evolving financial needs within the Chinese commercial segment to guide bank product strategy.