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, onboarding 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

Client Fulfilment
•    Support Priority Banking clients with the fulfilment of sales and transaction requests, including the preparation and completion of all required documentation for retail banking products such as Personal Loans, CASA and Credit Cards, as well as Wealth products.
•    Ensure client requests are processed accurately, completely and within the agreed turnaround time.
Client Activation and Digital Adoption
•    Support Relationship Managers with client activation activities, including scheduling client discussions and preparing relevant product information and materials.
•    Educate clients and assist with the initial setup and use of Online Banking, Mobile Banking, ATMs and other digital or self-service channels.
Client Service and Journey Completion
•    Proactively manage Priority Banking clients’ service issues, transaction requests and complex needs through both remote and face-to-face interactions.
•    Liaise with middle-office and back-office teams to resolve service requests within the agreed turnaround time.
•    Take ownership of client issues and ensure satisfactory resolution with minimal handover.
•    Maintain a high standard of service quality, with the objective of achieving zero client complaints.

Relationship Manager and Administrative Support
•    Provide administrative support to Relationship Managers for client onboarding, ongoing service requirements and process monitoring.
•    Support CDD updates, account opening and reviews, transaction monitoring and management of clients’ credit situations.
•    Support the migration of eligible clients into or out of the Priority Banking segment.
Business and Financial Contribution
•    Identify client needs and proactively refer suitable business opportunities to Relationship Managers.
•    Generate revenue and fees through appropriate client referrals and service opportunities.
•    Prevent fraud and financial losses by exercising due care and complying with established controls.
•    Manage resources responsibly and contribute towards cost control.
Compliance, CDD and Financial Crime Risk
•    Comply with the Bank’s policies, Group standards and regulatory requirements relating to Anti-Money Laundering, CDD and financial crime risk.
•    Exercise due care in account opening, periodic reviews, transaction monitoring, reporting of suspicious activities and client communication.
•    Keep up to date with regulatory requirements, operating procedures and mandatory training.
•    Escalate suspicious activities, control concerns and service risks promptly to the appropriate stakeholders.

•    Deliver end-to-end service and fulfilment support to Priority Banking clients across retail and wealth products, both remotely and in person.
•    Support Relationship Managers with client onboarding, activation, documentation, ongoing servicing, CDD updates and administrative requirements.
•    Proactively resolve client requests and complex service issues within the agreed turnaround time by coordinating with relevant internal teams.
•    Educate clients on digital banking and self-service channels.
•    Identify client needs and refer suitable business opportunities to Relationship Managers.
•    Ensure all activities comply with the Bank’s policies, operational controls, AML, CDD and regulatory requirements while preventing fraud and financial losses.

Skills and Experience

•    Action Oriented 
•    Collaborates 
•    Customer Focus  
•    Courage 
•    Instils Trust 
•    Nimble Learning 
•    Develops Talent 

Motivations

•    Motivated by delivering excellent service and resolving clients’ needs from end to end. 
•    Energised by engaging with clients, supporting Relationship Managers and working collaboratively with internal stakeholders. 
•    Driven by achieving positive client outcomes, maintaining high service standards and operating within regulatory requirements. 

Qualifications

Key Experiences
•    Experience in branch banking, Priority Banking, client servicing or a related financial-services role.
•    Experience handling retail banking products, client onboarding, service requests, CDD reviews and digital banking activation.
•    Ability to work under pressure, prioritise multiple client requests and meet agreed turnaround times.
•    Good understanding of compliance, audit requirements and operational controls.

Certifications/Qualifications
•    Relevant banking, financial-services or professional qualifications are preferred.
Language
•    Good written and spoken English and Bahasa Malaysia.
•    Other languages relevant to the branch’s client base would be an advantage

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• 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 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.

Visit our careers website to learn more about us: www.sc.com/careers.