Job Summary

• To proactively handle Priority Banking clients’ service issues and complex needs for branch walk-in clients.
• To provide administrative support to Relationship Managers to deal with ongoing client service issues, on-boarding of new clients/products, and ongoing process monitoring.
• Educate and steer client towards interactions with the bank via online, machine channels.
• To proactively refer business to Relationship Managers.
• Any additional service focused mandates to be discussed separately.

Key Responsibilities

Strategy

Fulfillment (remote & in person)

• To assist Priority Banking clients with fulfilment of sales, including all necessary documentation and paperwork e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.

Business

Activation (remote & in person)

• Assist Relationship Managers with activation efforts i.e scheduling time for conversations with clients, preparing materials for discussion (e.g Retail banking products (PL, CASA, CC), Wealth Products etc)
• Educate and conduct initial set up for online banking, ATMs in Priority Banking Centre and Branch.

Service (remote & in person)

• Assist Priority Banking clients with all service and transaction requests e.g Retail banking products (PL, CASA, CC, etc), Wealth Products etc.
• Interface with middle or back office teams to complete service requests

Other administrative support tasks (remote & in person)

• Assist Relationship Managers with any other administrative support for updating CDD, monitoring and managing client’s credit situation, and migrating clients in and out of Priority

Financial Contribution

• Prevention of frauds & losses.
• Control costs.
• Generate revenue/fees.

Compliance and Money Laundering responsibilities

• Ensure compliance with Group’s standards and regulatory requirements pertaining to Money Laundering and CDD.
• Participate in and/or support the Bank’s effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and CDD in day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquiring relevant knowledge and training, and providing support to superiors.

Key Measurable

• Acquiring referrals from Individual clients
• Support the client on any client-initiated needs
• Delivering on service requests and resolve with the agreed TAT
• Educate and migrate clients to Mobile/Online Banking
• Update CDD
• Managing Client’s credit situation
• Migrating newly affluent clients

Talent

• Excellent Computer skills

• Work under pressure, smart and effectively.
• Good planning and organisation skills.

• Good in interpersonal and communication skills.
• To outserve customers in service delivery and be the Best International Bank
• To create awareness and influence customers in using direct channels / automation
• To maintain a high standard of customer service quality
• To exceed customers’ expectation and delight them
• Practise the Brand Values at all times 
• Zero complaints on PiB service quality
• Self-motivated to work with minimum supervision
• Good communication skills and a high level of patience and understanding
• Good understanding of Compliance and Audit

Skills and Experience

Knowledge and Skills

Product Broadening

• Enhance knowledge on multiple priority products
• Market and competition knowledge

Client Engagement

• Soft skills for client handling
• Stakeholder engagement skills
• Objection handling
• Client training on digital solutions

Journey Completion

• Ability to resolve problems and close issues without handover
• Priority CDD set up for client type

Policies & Procedures

• ABM rules / Bank Negara FEA regulations
• Branch Operations Manual (WEBOM) / MIC / group circulars / bank policy and tariff of charges

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.