Analyst, Client Experience at Standard Chartered

: Retail Banking
Primary Location: Africa & Middle East-Nigeria-Lagos
Schedule: Full-time
Employee Status: Permanent
Posting Date: 25/Feb/2020
Unposting Date: 10/Mar/2020


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
Minimum qualification should be a graduate
Knowledge of digital marketing
Strong writing communication
Knowledge of Excel and comfortable with systems
Good knowledge of the selected market and customer segments would be an advantage
Strong inter personal skills which encourages and promotes enthusiasm and team spirit

Click here to apply

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