Job Summary

Provide accurate, timely support to RM on submission of account / Wealth documentation, monitor progress of client applications & instructions

• Promote the appropriate Client Value Proposition (CVP) & benefits to clients:
  • Identify and refer upgrade opportunities to Relationship Managers (RM) for new business across all client needs; retain at-risk Asset Under Management Q clients
  • Provide regular updates to customers on CVP specifically on campaigns and events, support campaigns & product bundling
• Ensure proper communication to clients via phone calls: 
  • Co-ordinate and reply to all customer enquiries. 
  • Call back to clients to verify high-risk payments, change of addresses, enquiries and various administrative matters; 
  • Regular contact with clients on Fixed Deposit (FD) maturity
• Resolve one-and-done client enquiries and escalation of more involved investigations
  • Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence of Bank's policies and procedures.
  • Monitor incomplete Client Due Diligence (CDD) related documents and follow-up to rectify the CDD deficiency
  • Monitor progress of clients’ service requests in Client experience management system (or equivalent)

Key Responsibilities

Customer Service

• Overall customer service delivery and enquiry handling in the branch
• Evaluate customer needs and provide high level, accurate information and advice on products and channels.
• Migrate customers to the remote channels through online activation, e-statements and atm usage
• Prepare weekly reports on service issues and complaints to the service quality team
• Support acquisition and growth of customer base through referrals
  • Manage, handle and record customer complaints
  • Deliver communication on product and channels to customers in an effective and efficient manner.

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

• Acquire new customers and build relationships with existing customers. 
• Attend to customer Sales/Financial Enquiries. 
• Facilitate the account opening & on-boarding process
• Handling Fixed Deposit Account enquiries/requests, rollovers, additions etc
• Introduce self service delivery channels like SMS, Visa Electron Debit Card and ATM to customers to sign-up to such service. 

Referral

• Provision of prospect list/referrals and data on customer product/service need. 
• Identify other business opportunities and refer same to relevant units within the bank
• Awareness and understanding of the wider business, economic and market environment in which the Group operates

Contributory impact on: 

• Standard Chartered Bank’s global image and integrity
• Standard Chartered Bank’s overall profitability
• Achievement of Priority Banking Sales/Service Targets.

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.
• Assist the Priority Banking/Ajose branch team to achieve the outcomes set out in the Bank’s Conduct Principles: Fair Outcomes for Clients; Financial Crime Prevention; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

Internal  

• Branch Manager / Priority Banking RMs :- Provision of prospect list/referrals and data on customer product/service need as well as PIB Segment Service Issues. 
• Branch Front Office : Resolution of Operational enquiries/complaints

External 

• Customers

Other Responsibilities

• Embed Here for good and Group’s brand and values in Nigeria; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;

Skills and Experience

• Spot Opportunities    
• Solve Problems 
• Take the Lead    
• Build Resilience    
• Collaborate    
• Communicate    
• Deliver Sustainably    
• Achieve Results    
• Technical Competencies    
• Manage Conduct    
• Manage Risk    

Qualifications

• Professional Education/Qualifications; BSc

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.