Job Summary
Promote the appropriate Client Value Proposition & benefits to clients:
Identify and refer upgrade opportunities to Relationship Manager’s for new business across all client needs; retain at-risk Asset Under Management clients
Provide regular updates to customers on Client Value Proposition 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 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 related documents and follow-up to rectify the Client Due Diligence deficiency
Monitor progress of clients’ service requests in Client Experience Management System (or equivalent)
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.
Key Responsibilities
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 Relationship Managers :- Provision of prospect list/referrals and data on customer product/service
Branch Front Office :- Resolution of Operational enquiries/complaints
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
Academic or Professional Education/Qualifications; BSc
Apply via :
jobs.standardchartered.com
