Senior Client Experience Representative

Job ID: 36714

Location: Singapore, SG

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 19 Aug 2025

**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

**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- Ensure cash that are returned or withdrawn by CERs is counted and recorded on the “Cash Movement To-and-From Chief Cashier Form” under dual control and input/confirmed in eBranch.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
- Education: Diploma, Higher NITEC
- Good verbal and written communication skills
- 2+ years of experience in banking

**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, tog