Analyst, Client Experience - Retail Banking
Standard Chartered
Lagos, Nigeria, Africa & Middle East
3d 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

  • Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints DOI.
  • Ensuring timely processing of complaints logged in CEMS and client feedback forms, by calling clients, escalating to relevant department / individual / branch and contacting the client with a satisfactory resolution in a timely manner to deliver on CRU and Retail Banking turnaround time.
  • Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.
  • Contacting the client to confirm accuracy of complaint logged in CEMS as well as completeness of client information provided.
  • Ensuring timely data entry on updates of actions taken to resolve the complaint in CEMS.
  • Contacting the client to advice on resolution of complaint / feedback, ensuring that the client is satisfied.
  • Ensure to escalate High priority issues within 24hrs
  • Reviewing operational processes with the CRU team to identify opportunities to fix root causes, streamline and improve services and minimise turnaround time.
  • Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.
  • Participating in service improvement initiatives and activities.
  • Ensure timely handling of mails sent to the Feedback mailbox
  • Ensure maintenance of a healthy business environment through strict compliance with AML / CDD standards as defined by the Group and Local Regulatory Authorities.
  • Participate in and / or support the bank’s effort in combating money laundering activities.

  • Participating in team review meetings and activities.
  • Our Ideal Candidate

  • University graduate, excellent communication, analytical and computer skills / computer literacy
  • Highly client focused with high level of interpersonal and communication skills listening, negotiating and training
  • Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels
  • Knowledge of business processing, management information systems and company technology.
  • Fair knowledge of core banking products, markets and main competitors.
  • Logical with an accurate eye for detail
  • Proactive, flexible and a resilient team player
  • Practical working knowledge of company, industry and banking guidelines and regulations
  • Apply
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