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Customer Care Officer At Standard Chartered Bank

Date Posted: 17/Oct/2013
Deadline: Not Specified


Job Description

Contribute insights & feedback as VOF & VOC towards strategy formulation & execution of plan


Key Roles & Responsibilities


Complaint Management Including Resolution

Assist with the execution of assigned CCU strategic projects
ensure adherence to TAT & service standards as shown below:

Key complaints Matrics

1. Number of complaints
2. Complaints per 1000 accounts
3. FTR (First Time Resolution)
4. OHS (Overall Handling Score of complaint resolution)
5. TAT < 24 hrs
6. TAT > 2 days
7. Unresolved complaints > 14 days
8. Inappropriate Sales
9. Proven mis-selling
10. Number of metrics in RED


 Ensure zero backlog on escalations
 Personally involved in resolution of escalated complaints
 Ensure overall audit, controls & costs are well executed
 Ensure timely MIS updates
 Ensure adherence to communications, empowerment & delegation matrix


Continuous Improvements

 Contribute ideas towards how to continually improve complaint management process
 Support on assigned process improvement projects
 Support on assigned strategic initiatives

Risk & Governance

 Ensure compliance with changes in Group Policy & Standards, TCF, local laws & regulations
 Ensure compliance with guidelines & procedures on KYC in daily handling of customer service issues
 Ensure robust quality audit checks & controls are embedded

People & Development

 Display strong performance culture
 Support efforts that ensure  fulfillment of service recovery SLAs
 Support efforts that would build the Bank’s profile in service centricity through strong engagement with regulators, media or customer associations.

Qualifications & Skills

1. Minimum of a 2nd Class degree in a relevant course
2. Strong bias for communication (spoken and written)
3. Has an analytical mind, loves solving problems with eyes for details
4. Personable with strong interpersonal skills
5. Computer literate and high on presentation skills
6. Fair knowledge of core banking products and markets.
7. Practical working knowledge of company, industry and banking guidelines and regulations.

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required



Diversity & Inclusion


Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential


Method of Application

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