Job Summary

Process

•    All S2B Technical (Channel) Enquiries, Request and Complaints are responded promptly via
Inbound calls, email or Live chat and ensure the TAT is met in attending all the queries within cut
off to be addressed the same day.
•    Cross support Cash inquiries-Account services and payments 
•    Assisting customers with product setup by providing step by step guidance / instruction and
resolving any technical issues they might experience.
•    Following up with customers to ensure that reported technical difficulties have been resolved
•    Troubleshooting, analyzing, and reporting any channel (S2b) errors, failures, or malfunctions to
Technology and coordinating with them for a fix.
•    Analyzing client feedback / Client data and advising management on areas of improvement
•    Work together with other Technology teams to find solution to more complex issues and ensuring
that the client issue is fixed.
•    Provide detailed information about the products and services offered to the customers.
•    From time-to-time Conduct Training for clients on Online channel and its features

Delivery and Efficiency

•    Provide the highest standard of Client Services in response to client enquiries and complaints, to
create improved, lasting relationships with our clients
•    Responsible for client satisfaction with service arrangements and delivery

Out serve & Service Management
•    Leverage on the VoC process to understand client’s needs, and identify opportunities for
improvements in service, product solutions, utilization and optimizing channel usage
•    Assist in embedding an effective service recovery process which includes complaint logging and
handling is in place and where necessary appropriate empowerment is given to staff to act
quickly when necessary.

Key Responsibilities

Risk & Control
•    Ensure process for client identification is clearly embedded
•    Ensure that all control reconciliation activities are conducted in a timely and accurate manner
•    Comply with applicable Money Laundering Prevention Procedures and, in particular, report any
suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.

Projects & Managerial Responsibilities
•    Assist in implementation of service improvement initiatives in Client Services center and facilitate
transfer of best practices
•    Make proactive calls on Key clients to improve the utilization level of facilities, increase
transaction volume, identify opportunities for channels and referrals for the business.
Skills/Behaviour Standards
•    Maintain a professional SCB image through all interactions with clients
•    Encourage and foster a congenial working environment where staff at all levels seek
achievement through teamwork and operational efficiency.

Strategy
To comply with the group strategy of Cash journey 

Business
HK cash client services 

Processes
HK Cash & channels related product and process  

Risk Management
Ensure all processing are in line with risk framework 

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Lead the [country / business unit / function/XXX [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].
[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
•    Serve as a Director of the Board of [insert name of entities]
•    Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 

Key stakeholders
HK Country CSG; HK CPC

Other Responsibilities
Embed Here for good and Group’s brand and values in HK Cash Client Services; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

Skills and Experience

Proficiency in Cantonese Mandarin and English speaking/reading/writing
Cash and Channel related knowledge
Communication (esp. Enquiry / complaint) Skills
Multi-task under pressure 
Active learning skills

Qualifications

Bachelor degree and above; Fluent language in Mandarin, English and Cantonese; Good communication skills; Fast learner and self-motivated; More than 4 years’ experience in banking call centre will be preferred

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.