Client Service Executive - Retail Banking
Standard Chartered
Ikeja, Nigeria
6d ago

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.

This in turn helps us to provide better support to our broad client base. The Role Responsibilities

  • migrate customers to the remote channels through online activation, e-statements and atm usage
  • manage, handle and record customer complaints
  • oversight of queue management and banking hall look and feel
  • oversight of marketing collateral and positioning
  • deliver communication on product and channels to customers in an effective and efficient manner.
  • Business

  • refer bank products / channels to existing clients.
  • evaluate customer needs and provide high level, accurate information and advice on products and channels.
  • support acquisition and growth of customer base through referrals
  • Processes

  • Custodian of the following banking instruments : cards, cheque books,tokens frontline registers
  • Recommend processes and service improvements, based on customer feedback and observations, to the head client experience and at the quarterly vof forum
  • Risk Management

  • Remain at alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the principles in relation to : Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to Customers .
  • Governance

  • responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
  • awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
  • responsible for delivering effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.
  • 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.

  • Lead the Nigeria Retail Banking Unit to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
  • Effective Operation of Financial Markets; Financial Crime Prevention; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Local Regulator : CBN
  • Key Stakeholders Internal

    External

  • Customers (Current and Potential)
  • Other Responsibilities

  • Embed Here for good and Group’s brand and values in Nigeria, Retail Banking.
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.
  • Multiple functions (double hats)
  • Apply
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