Job Summary
We are looking for a proactive and client-focused Customer Service Manager to join our Priority and International Banking team in Jersey.
Working closely with Relationship Managers, you will play an important role in delivering an exceptional experience to existing and prospective clients. You will provide high-quality operational and relationship-management support, help strengthen and deepen client relationships, and contribute to the achievement of the team’s financial and non-financial objectives.
This is an excellent opportunity for an experienced client service professional who enjoys building trusted relationships, managing varied and sometimes complex client requests, and collaborating across Banking, Operations, Credit, Compliance and Wealth teams. You will gain broad exposure to affluent banking while developing your knowledge of banking products, investments, lending and international financial markets
Key Responsibilities
- Deliver a consistently high standard of service to existing and prospective clients.Build trusted client relationships through responsive, professional and proactive support.
- Manage day-to-day client queries and instructions across telephone calls, correspondence and secure messaging.
- Support the management of client relationships and portfolios when the assigned Relationship Manager is unavailable.
- Follow up effectively on client needs and opportunities to help deepen existing relationships.Support Relationship Managers in generating appropriate referrals across Wealth, Balance Sheet and Mortgage products.
- Receive, record and manage client complaints in line with established processes and agreed turnaround times.
- Work closely with relevant colleagues to ensure complaints are followed through to timely resolution.
- Help implement corrective actions arising from client feedback to reduce the risk of recurring issues
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Provide strong operational and client service support to help Relationship Managers achieve their financial and non-financial objectives.
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Support the timely completion of Periodic Reviews, Trigger Reviews, Source of Wealth assessments and Local Client Committee submissions.
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Assist with Financial Crime Compliance actions, credit renewals and credit reports.
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Support the processing of deceased and dormant accounts, asset transfers and Foreign Exchange transactions.
Skills and Experience
- At least two years of client service experience, ideally gained within banking, financial services, investment management, private banking or a related environment.
- A strong record of delivering high-quality service to internal and external clients.
- Effective client service and relationship-management skills, with the ability to build credibility with people at different levels.
- Good understanding of banking practices, regulatory requirements, operational controls and internal policies.
- Knowledge of banking products and services, with an interest in investments and global financial markets.
- Strong written and verbal communication skills.
- The ability to understand and manage complex client instructions within defined authorities and limits.
- Sound problem-solving and negotiation skills.
- Strong attention to detail and a commitment to accuracy.
- The ability to manage competing priorities and deliver within tight deadlines.
- A collaborative approach and willingness to support colleagues across the wider team.
- Cultural awareness, discretion and the ability to adapt your communication style to different clients and situations.
- A proactive mindset, with the confidence to identify issues, challenge inefficient processes and recommend improvements
Qualifications
- A financial or banking-related qualification would be advantageous.
- A commitment to completing required professional qualifications, product accreditations and ongoing learning.
- Fluency in English, with strong written and spoken communication 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.
