Sales and Svc Support - Client at Standard Chartered Bank

Job ID: 429533
Job Function: Retail Clients
Location: Port Harcourt

Job Description

•     Ensure high level of customer service and manage difficult customer situations.
•     Ensure resolution of all complaints received for branches through Service Quality.
•     Gather / prepare statistics for service quality and productivity indicators
•     Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
•     Find ways to improve operational efficiency and control costs to meet cost budgets
•     Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
•     Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
•     Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
•     Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
•     Ensure validity and completeness of transactions processed and ensure concessions granted are inputted
•     Responsible for general reconciliation and control activities
•     Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
•     Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
•     Contribute to branch performance through referrals, efficient customer service, effective operations controls
•     Evaluate customer needs and provide advice as to products required / Cross Sell Bank products to current/potential customers
•     Be aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times.
•     Be aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. Ensure compliance with “Guidelines for the submission of Suspicious Transaction Reports issued by Head Legal & Compliance/Country Money Laundering Preventiion Officer He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
•     Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the bank
•     Premises management in areas of merchandising, housekeeping as well as store management. Lounge upkeep and maintenance

Responsible for health and safety for all. As part of the Health and Safety guidelines you should:

•         Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;
•         Ensure that your actions do not put others at risk; Work in a healthy and safe manner;
•         Encourage others to work in a healthy and safe manner
•         Report all accidents and incidents and bring to the attention of the management any hazard in the workplace
•         Introduce self service delivery channels like SMS, Visa Electron Debit Card and ATM to customers to sign-up to such service
•         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

Key Roles & Responsibilities

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Qualifications & Skills

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