Job Description

The Role Responsibilities

• 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

Client Experience Representative
Transaction Processing

• Assist clients on various transactions over the counter (cash*, cheques, drafts, transfers, etc.)
• Provide timely and accurate information for all Service Request (SR) received in the Branch
• Follow up closely with various stakeholders to ensure all clients\' requests such as Drafts application,
• Telegraphic Transfer applications, standing instruction, GIRO, Payplus are processing on time

Cash Handling

• Perform cash balancing and cash management for own Till as stipulated in the Branch Operating Manual
• Cash Discrepancy to be escalated to BOCEM / CEOM / Branch Manager immediately and on same day
• Senior CER / Relief Senior CER (CL4) may be assigned as Chief Cashier Role duties when required
• *Cash Handling- not applicable to staff in Cashless Branch

Service Delivery

• Ensure clients are being served within stipulated standard (refer to scorecard)
• Assist in providing accurate and fast response to all clients\' in queries; handling feedbacks, complaints which includes investigations and queries and liaising with other functions/department
• Focus on delivering Best In Class service

Reports / Admin / Others

• Collate data/information related to branch reporting (if any)
• Assist in branch admin duties and other activities 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

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.
• Lead the team to achieve the outcomes set out in the Bank\'s Conduct Principles. Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

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

Our Ideal Candidate

• Good verbal and written communication skills.
• 1 year of customer service related 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 160 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
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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

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