Priority Sales & Service Officer - Port Harcourt at Standard Chartered Bank

Job Summary

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

• Promote the appropriate CVP & benefits to clients:
  • Identify and refer upgrade opportunities to Relationship Managers for new business across all client needs; retain at-risk Asset Under Management Q clients
  • Provide regular updates to customers on Client Value Proposition (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 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 FDA 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. PIB Segment Service Issues.
• 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  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

• Academic or Professional Education/Qualifications; BSc
• Licenses and Certifications/accreditations; i.e. internal/externally required
• Professional Memberships; i.e. required for roles for continuous development/ improvement/awareness of current practices etc – 
• Bank training; i.e. mandatory & developmental - role specific, and regulatory/compliance bank wide & role specific,- E Learning – Anti Money laundering, Conflict of Interest, Rejecting bribery & Understanding Sanctions 
• Languages; i.e. those required for roles