Job Description

About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East. To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base. We're looking for a Customer Care Specialist to work onsite within Trust Bank Singapore. We're a small, but growing venture, with new and exciting problems to solve. We work in project-based sprints in small, interdisciplinary teams. As a Customer Care Specialist, you would be able to work on and solve some of the many interesting challenges we are facing, help service our customer base, learn new ways of working, and build delightful high-quality experiences for our customers. Working with the team of passionate digital bankers, and leveraging on the latest technology, you will be instrumental in providing differentiated customer service for the new virtual bank, Trust. Our aim is to provide the state-of-art service to our retail customers and change the way people bank with us. Roles & Responsibilities: 1. Customer Experience – Service & Complaints Handling

• Using the preferred channel to communicate and provide responses where appropriate to general or account-related enquiries initiated by customer
• Handle simultaneous channel responses, including in-app chat, web form, and voice hotline
• Ensure timely documentation, classification, customer acknowledgement, and follow-up actions for all cases according to the relevant policies and procedures.
• Identify the main reason for calling, document the situation accurately, and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to help resolve the issue.
• Timely communication with customers in relation to their cases and escalate issues to managers

2. Customer Due Diligence

• Engage in identification and verification of customers while adhering to the bank’s privacy and security policies.
• Assist with reaching out to customers for requested documentation for open cases
• Support in filling out of investigation reports, as required, for payment and fraud cases

3. Product Service Escalation

• Conduct case investigations and handle complex follow-up cases from offshore team
• Perform tracking, analysis and reporting for escalated cases
• Provide insights and actionable plans to enhance customer experience

4. Banking Compliance and Regulation

• Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework.
• Undergo annual compliance and financial crime training.
• Act as the bank’s first line of defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

Role Specific Tecnical Competencies

• Banking experience - Core
• Customer service experience - Core
• Contact centre experience - Core
• Clear communication - Core
• Microsoft office - Entry

Our Ideal Candidate:

• Diploma or University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
• Good understanding of Banking and Financial products
• Knowledge of the Bank’s Control Framework and Governance Structure preferred
• Superior listening, robust writing and verbal communication skills required
• Service-oriented with positive attitude to drive differentiated customer experience
• Good knowledge of MS Office and proficient in related computer applications