Customer Service Jobs, Standard Chartered Bank Jobs.
Key Responsibilities
Business
- Awareness and understanding of the wider business, economic and market environment in which the Group operates
- Refer bank products/channels to existing clients.
- Evaluate customers’ needs and provide high level, accurate, information and advice on products and channels.
- Meticulous handling of service & sales inquiries.
- Support acquisition and growth of customer base through referrals.
Processes
- Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Ensure adherence to Floor Management
- Achieve the laid out key performance metrices for the branch
Risk Management
- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group. Also, an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them
- 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”.
Key Responsibilities
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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Local Regulator: Kenya Central Bank
Key stakeholders
Internal
- Branch Manager
- Branch Operations Manager
- Universal Bankers
- ATM Services
- Voice & Virtual team
- Internal Auditors
- Senior Universal Bankers
- Relationship Managers
External
- Customers (Current and Potential)
Other Responsibilities
- Embed Here for good and Group’s brand and values in WRB Kenya
- Perform any other duties as assigned by the Team Manager
Skills and Experience
- Customer Service Skills
- Good understanding of the bank’s operational processes
- Working knowledge of core banking systems
- Good understanding of the bank’s operational processes.
- Good understanding of the Bank’s products.
- Good understanding of the Bank’s Digital platform capabilities
Qualifications
- Education: University Degree
- Certifications: CISI certification would be an added advantage
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