Standard Chartered Bank - We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.
We are recruiting to fill the position below:
Job Title: Priority Sales & Service Officer
Job ID: 15971
Location: Lagos
Work style: Office Working
Job type: Regular Employee
Area of interest: Retail Banking
Job Summary
Provide accurate, timely support to RM on submission of account / Wealth documentation, monitor progress of client applications & instructions
Promote the appropriate Client Value Proposition (CVP) & benefits to clients:
Identify and refer upgrade opportunities to Relationship Managers (RM) for new business across all client needs; retain at-risk Asset Under Management Q clients
Provide regular updates to customers on 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 (FD) maturity
Resolve one-and-done client enquiries and escalation of more involved investigation:
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 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.
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;
Key Stakeholders
Internal:
Branch Manager / Priority Banking RMs :- Provision of prospect list/referrals and data on customer product/service need as well as PIB Segment Service Issues.
Branch Front Office : Resolution of Operational enquiries/complaints
External:
Customers
Qualifications
Professional Education/Qualifications; BSc
Skills and Experience:
Spot Opportunities
Solve Problems
Take the Lead
Build Resilience
Collaborate
Communicate
Deliver Sustainably
Achieve Results
Technical Competencies
Manage Conduct
Manage Risk
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