Analyst, Customer Experience at Standard Chartered Bank

Job Summary

• Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints Department Operational Instructions (DO).
• Ensuring timely processing of complaints logged in Client Experience Management Systems (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 Complaints Resolution Unit (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 minimize 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 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.

Responsibilities

Strategy

• Work in full collaboration with the Team to achieve desired results in resolving complaints timely.

Processes

• 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.

Risk Management

• 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.

Governance

• Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints DOI.
• Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.

Regulatory & Business Conduct

• Display exemplary conduct and live by the .
• 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.

Key stakeholders

• All internal and external clients

Other Responsibilities

• Embed Here for good and Group's brand and values in Nigeria/ CPBB/ CRU
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Our Ideal Candidate

• A minimum of first degree from a university or HND from a polytechnic in any discipline.
• NYSC Completion certificate or exemption certificate
• Candidates who hold a 3rd class or a pass in HND in any polytechnic must have a PGD qualification or relevant professional certification e.g. MBA, MA or any relevant professional certification

Role Specific Technical Competencies

• Computer skills
• Business Communication
• Data Analysis
• Products Knowledge
• Interpersonal skills
• Problem solving
• Time management