Job Summary

Handling customer concerns and complaints in a timely manner and keeping clients informed of upcoming promotions or deals. Establishing a positive rapport with all clients via phone. 

Key Responsibilities

Strategy
•    Handling customer concerns and complaints in a timely manner and keeping clients informed of upcoming promotions or deals. Establishing a positive rapport with all clients via phone.

Business
•    To maintain a high level of professionalism which projects the banks image as the provider of the best financial services.
•    Support new product launches/campaigns and promoting of lead generations to Consumer Banking
•    To cross sell Credit Cards / Personal Loans and other WRB applicable products over the phone. 
•    Enhance service levels and daily operations of the unit handling in supporting the processing of the increasing volume of inbound (and outbound) calls offering professional and specialised service.
•    Attain S2S targets (NSR / Volumes etc.) as laid out in the scorecard.
•    Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
•    Ensure all sales pitches are made without mis-selling.
•    Be creative and have exposure to product development and operational systems.
•    Ensure proper controls are adhered in expediting transactions.
•    Through example, behavior and action comply and advance the Company's 3 values
•    To minimise downtimes of ATM’s by having custodians and Branch Managers informed in a timely manner.
•    To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Client Care Centre

•    To comply with all applicable money laundering prevention procedures per group and the local regulator and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager
•    To comply with all relevant policies and procedures covering regulatory, local and group requirements.
•    To ensure operational processes are documented and implemented to minimise risk and loss.
•    To gain in-depth knowledge of all areas relating to the department by understudying and on the job training Cultivate team spirit.
•    To comply with the bank’s compliance policies and internal/external regulatory requirements
•    Ensure complete controls are adhered to in expediting transactions.
•    Ensure complete accuracy in Client Care Centre functions.
•    To provide assistance in general filing and administration of the unit
•    Ensure customer complaints are handled efficiently and thoroughly and logged on LMS
•    To attend all training sessions as and when nominated
•    Ensure all AML/Customer Due Diligence policies and procedures per group and the local regulator are adhered to in opening, reviewing and monitoring accounts. Ensure zero tolerance method for this aspect, within the team/unit. Report any breaches or suspicious person/relationship to the Responsible Person 
•    Ensure to enhance usage of Phone banking to achieve growth. 
•    Ensure phone lines are picked on-time for Client Care Centre during the day shift and in two rings for the night shift.

People & Talent
•    Good awareness of banks IT system, limits of delivery systems and operations
•    A knowledge and understanding of Retail Banking products, procedures and credit policies
•    Training methodology and practice.
•    Good interpersonal skills
•    Drive the Bank to achieve a higher level of service consciousness and ultimate excellence
•    Good people management skills

Risk Management
•    To comply with all relevant policies and procedures covering regulatory, local and group requirements
•    To comply with the bank’s compliance policies and internal/external regulatory requirements

Governance
•    Ensure compliance with the laws of the land and exercise local banking regulations

Key stakeholders
•    Retail management team

Skills and Experience

•    Sound time management and communication skills
•    Thorough knowledge of banking operations
•    Ability to handle pressure, conflicting priorities and constant change.

Qualifications

•    Completion of Advanced Level examination.
•    Sound time management and communication skills.
•    Detailed Oriented.
•    Willing to work as a team.
•    Target driven and self-motivated individuals.
•    Experience in the relevant field will be an added advantage

Competencies

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers