Job Summary
This role will be responsible for managing the Employee Banking portfolio, including complaint handling and closures, charge reversals, Employee Banking waivers, company code updates, and account tagging. The role will be responsible for responding to client queries in the absence of Relationship Managers, ensuring timely resolution of service issues through coordination with internal teams. The role will be responsible for liaising with customers to understand their queries, explain products and services, and provide prompt, professional responses.
Key Responsibilities
- Shadow sales staff in servicing customers and support them in delivering superior service.
- Liaise with customers to understand their queries, explain relevant products and services, and maintain clear, professional communication.
- Manage and resolve service issues and complaints (e.g. migration to payroll, link account issues, annual fee/locker rent queries) and ensure Day 1 closure of the regional complaint bucket.
- Coordinate with various internal teams to ensure timely account activation, application processing, dispatch tracking, and resolution of discrepancies.
- Ensure prospects are clearly informed about bank charges, terms and conditions, and that all Customer Due Diligence, Legal, Compliance, and data confidentiality requirements are fully adhered to.
- Maintain accuracy and service quality by keeping error rates within defined standards and ensuring adherence to prescribed sales and service processes.
- Maintain complete and up-to-date knowledge of assigned products to effectively address customer queries and support frontline sales teams.
Skills and Experience
- Time management
- Complaint resolution
- MS Office
- Excellent communication skills
- Customer management
- Problem-solving skills
- Business development (through calls only)
Qualifications
Minimum bachelor’s degree in a relevant field
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.
