JOB SUMMARY
- To handle written complaints and verbal complaints referred from other departments and / or directly from clients.
- To ensure timely investigation / resolution according to pre-defined standards, proper case resolution and case closure, and timely logging in the system for clear and complete record purposes. Offer guidance and coaching as appropriate.
- To ensure the following standards / requirements are met:
- Ensure all complaints have gone through proper and appropriate level of investigation, analysis, escalation and reflection, and if possible, rectification by applying the available resources / authority.
- Ensure premium service is provided to complainants in the following areas: Ease of contact, Sincere and professional attitude, Prompt acknowledgment and reply (in accordance with Regulator’s requirement and pre-defined Service Standards), Proper handling (e.g. offering reasonable and effective resolution) and Clear communication.
- Ensure that the resolution, which can be an apology and/or explanation and/or compensation, is appropriate to clients. At the same time, censor all responses / letters to clients, ensuring that the relevant complaint issues are addressed and the letter contents comply with relevant criteria for the safeguarding of the Bank’s interests.
- Identify potential threats, frauds and high impact / high risk cases that require immediate rectification/improvement and ensure that they are timely escalated to the relevant parties for actions and/or follow-up actions.
- Identify business / improvement opportunities, escalate to relevant parties and assist with the design of preventive measures as appropriate.
- To raise alert if similar complaints repeat significantly and / or suggest a developing trend or ineffectiveness of previous preventive actions.
- To build team rapport and share good practices with own team members and other teams in the Client Experience.
- To ensure self-compliance and lead team members on compliance with internal policies and external regulations.
- To support Director / Associate Director of Client Experience on the professional running of the Client Experience and provide cross team support as necessary.
- Identify improvement opportunities, participate or lead initiatives from time to time as the circumstances require.
- To work closely with key stakeholders and maintain good working relationship.
RESPONSIBILITIES
Strategy
- Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group's business strategy and model appropriate to the role.
Business
- Responsibilities related to the delivery of business and/or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates
Processes
- Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.
People & Talent
- Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Risk Management
- Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example – The ability to interpret the Group's financial information, identify key issues based on this information and put in place appropriate controls and measures.
Governance
- Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
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
- Customers: The primary stakeholders who submit complaints and feedback about their banking experience.
- Frontline Staff: Those who directly interact with customers and need to address complaints in a timely and efficient manner.
- Branch Managers: Responsible for overseeing the overall customer service and satisfaction within the branch.
- Operations Team: Supports the complaint handling process and provides necessary documentation or information to address customer grievances.
- Compliance Team: Ensures that complaint handling processes align with regulatory requirements and industry standards.
- Legal Team: Provides guidance on complex complaints and ensures that responses meet legal and regulatory standards.
- Quality Assurance Team: Monitors the efficiency and effectiveness of the complaint handling process to uphold service quality.
- Senior Management: Sets the strategic direction for customer service and complaint handling within the bank.
- Regulators: External stakeholders overseeing banking practices and handling of customer complaints.
- Business Units: Collaborate to address systemic issues and implement changes to prevent recurring complaints.
- Technology Team: Supports the development and maintenance of complaint handling systems and tools to enhance efficiency and tracking.
Other Responsibilities
- Embed Here for good and Group’s brand and values in Client Experience team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
Qualifications
- Education Bachelor’s degree or related experience in customer service or complaint management role
- Languages Fluent in written and spoken in English and Chinese
Role Specific Technical Competencies
- Complaint Case Handling
- Telephone complaint handling skills
- Complaint reply writing skills
- Coaching and training skills
- People Management
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.
