Contact Centre Officer at Standard Chartered Bank

Job Description

• Provide first line support for all Retail Clients products and channels
• Deliver excellent customer service in response to customers’ requests

Key Roles & Responsibilities

• Attending to complaint/request received via the generic Callcentre mail box Callcentre.nigeria@sc.com
• Processing of customers’ fax instructions and performing the callback required to complete the transaction before handing over to branches.
• Performing static data fraud control callback to customers whose (a)  previous day’s transactions were above $10K threshold and (b) there was also a static data amendment request to be done on their account.
• Assist with mobile banking registration dropped by Contact Centre Bangalore on SharePoint.
• Performing all the call backs on static data change requests that branches receive via a 3rd party.
• Performing call backs to customers who use the non F2F channel (email communication) for their transaction requests. Also manning the generic email that customers would send their request to.
• Print and make available to customers and branches off cycle and dated statements based on request from customers directly or through branches.
• Performing VRM (Visa Risk Manager) confirmation as required.
• Performing static data request dropped by Contact Centre, Bangalore on the SharePoint.
• Performing ADC (alternate delivery channel) set up confirmation when customers complain of non receipt of SMS alert.
• Identifying areas of weakness in service delivery standards and recommending suitable options to improve the quality of service.
• Ensuring compliance with group policy and standards, local laws and regulations, controls and procedures of the bank
• Ensure maintenance of a healthy business environment through strict compliance with AML/CDD and CRM standards as defined by the Group and Local Regulatory Authorities. Participate in and/or support the bank’s effort in combating money laundering activities.
• Ensure compliance with guidelines for the submission of ‘Suspicious Transactions Reports’ issued by Head Legal & Compliance/ Country Money Laundering Prevention
• Participating in team review meetings and activities.
• Maintain a sound relationship with both internal and external customers to ensure ease of workflow

Qualifications & Skills

1. Minimum of a 2nd Class degree in a relevant course. Excellent communication, analytical and computer skills
2. Has strong interpersonal & problem solving abilities
3. Possess a can do attitude and able to work under pressure
4. Fair knowledge of core banking products, markets and main competitors.
5. Logical with an eye for details
6. Proactive, flexible and a resilient team player
7. Practical working knowledge of company, industry and banking guidelines and regulations