Client Experience Representative

Roles & Responsibilities

JOB SUMMARY

• To comply with the processes on cash handling and branch operations as per Branch Operations Manual
• To manage Branch operational risk and ensure controls are in place
• To resolve client complaints/feedbacks/issues and manage clients service expectations
• Activate, educate & direct clients to utilise digital/self- service terminal (SST) channels
• Generate new sales opportunities through referral

RESPONSIBILITIES

Transaction Processing

• Process various transactions over the counter (cash*, cheques, drafts, transfers, etc.)
• Ensure accuracy in all transaction processing
• Ensure all clients’ requests received - Drafts application, Telegraphic Transfer applications, standing instruction, GIRO, Payplus are scanned / batched to relevant departments for processing on time

Cash Handling

• Perform cash balancing for own Till
• Ensure cash that exceeded the Intra-day limit / end of day limit is to be returned to Senior CER
• Ensure cash that are returned or withdrawn by CERs is counted and recorded on the “Cash Movement To-and-From Chief Cashier Form” under dual control and input/confirmed in eBranch.
• Cash Discrepancy to be escalated to BOCEM / CEOM / Branch Manager on same day
• Senior CER to be assigned as Chief Cashier Role cover when required

Service Delivery

• Ensure clients are being served within stipulated standard (refer to scorecard)
• Assist clients in queries; handling feedbacks, complaints which includes investigations and queries and liaising with other functions/department

Reports / Admin / Others

• Collate data/information related to branch reporting.
• Assist in branch admin duties and other activities as assigned by BOCEM / CEOM / Branch Manager

Referrals

• Generate new sales opportunities by proactively referring client with banking needs to respective Sales Staff for cross-selling & upselling, (except insurance and investment)
• To activate, educate & direct clients to utilise digital/self service terminal (SST) channels

Senior CER / Relief Senior CER (in addition to above)

Branch Cash Custodian

• Assume the role of Keyholder / Safe Combination Holder
• To execute control on cash within the present guidelines of the Bank and also observing branch cash limits.
• Ensure dual control operation of the Cash Vault/ATM/CDM
• Daily reconciliation of physical cash in vault/ATM/CDM with Cash Officer under dual control
• Arrange for cash indent and return to MAS/Battery Road Branch via CISCO.
• Ensure cash that exceeded the Intra-day limit is to be returned to Vault as soon as possible.
• Ensure cash that are returned or withdrawn by CERs is counted and recorded on the “Cash Movement To-and-From Chief Cashier Form” under dual control and input/confirmed in eBranch.
• Ensure cash that exceeded the end of day limit is returned to the Vault.
• All staff to refer to Cash Operations Manual in Knowledge One (K1) for full details

Compliance / Operational Risk

• Dual Control to be observed at all times
• To comply with all applicable money laundering prevention procedures and in particular, report any suspicious activity to Line Manager and the Transaction Monitoring Unit.
• Ensure compliance with all regulations and controls as set by the Bank and external regulatory authorities, including controls relating to Guidelines on Fair Dealing and Treating Clients Fairly outcomes

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

• Client Network
• Branch Manager
• Branch Staff
• Branch Central Team

Our Ideal Candidate

• Account Management Experience
• Technical knowledge and expertise in banking products
• 2+ years of banking experience

Role Specific Technical Competencies

• Cash Handling
• Customer service
• Written and verbal communication
• Attention to details
• Microsoft office skills- Outlook, Excel, Word

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers

Tell employers what skills you have

Transaction Processing
Charter
Referrals
Overhaul
Microsoft Office
WIP
Highly Detail Oriented
Customer Relationship Management
Account Management Experience
Compliance
Life Insurance
Mental Health
Banking
Operational Risk
Finance
Wellbeing
Customer Service
Retirement
Oral & Written Communication Skills
Service Delivery

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