STANDARD CHARTERED BANK (CUSTOMER CARE OFFICER)

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.
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