Job Summary

We’re looking for a Specialist – Complaint Resolution Unit to join our team and take ownership of resolving customer complaints with efficiency, professionalism, and integrity. In this role, you will be responsible for thoroughly investigating complaints, ensuring compliance with regulatory requirements, and working closely with internal stakeholders to deliver fair and timely outcomes.

You’ll play a critical role in identifying root causes, providing insights to improve processes, and helping us enhance the overall customer experience. If you’re passionate about customer advocacy and continuous improvement in the banking sector, this is your opportunity to make a real impact.

Key Responsibilities

• Perform service operations activities that supplements to the frontend request placed by the client.
• Perform survey calling activity and update MIS appropriately.
• Maintain records of the types of error and the issues and all complaints handled.
• Resolve complaints within agreed turnaround time.
• Work jointly with team and all units towards achievement of organizational objectives.
• Identify customer issues & provide a resolution.
• Ability to perform root cause analysis to identify systematic issues.
• Investigate and resolve customer complaints.
• Communicate outcomes of complaints clearly and professionally to clients.
• Recommend service improvements based on recurring issues and customer feedback.
• Maintain high service quality standards to enhance customer satisfaction.

Skills and Experience

• Strong analytical and communication skills.
• Strong knowledge of bank’s products & services and willingness to learn new products.
• Skilled in handling sensitive and high-risk complaints.
• Customer centric mindset.
• Attention to detail.
• Proficiency in compliant management.
• Problem solving skills.

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.