Customer Experience Analyst Job at Standard Chartered Bank

Standard Chartered Bank - 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. As a leading international bank, we strive to help people and businesses prosper across Asia, Africa and the Middle East.

We are recruiting to fill the position below:

Job Position: Customer Experience Analyst

Job ID: 2300019859
Job Location: Lagos
Employment Type: Full-time

Job Summary

  • Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints Department Operational Instructions (DO).
  • Ensuring timely processing of complaints logged in Client Experience Management Systems (CEMS) and client feedback forms, by calling clients, escalating to relevant department/individual/branch and contacting the client with a satisfactory resolution in a timely manner to deliver on Complaints Resolution Unit (CRU) and Retail Banking turnaround time.
  • Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.
  • Contacting the client to confirm accuracy of complaint logged in CEMS as well as completeness of client information provided.
  • Ensuring timely data entry on updates of actions taken to resolve the complaint in CEMS.
  • Contacting the client to advice on resolution of complaint /feedback, ensuring that the client is satisfied.
  • Ensure maintenance of a healthy business environment through strict compliance with AML/CDD standards as defined by the Group and Local Regulatory Authorities. Participate in and/or support the bank's effort in combating money laundering activities.
  • Ensure to escalate High priority issues within 24hrs
  • Reviewing operational processes with the CRU team to identify opportunities to fix root causes, streamline and improve services and minimize turnaround time.
  • Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.
  • Participating in service improvement initiatives and activities.
  • Participating in team review meetings and activities.

Responsibilities
Strategy:

  • Work in full collaboration with the Team to achieve desired results in resolving complaints timely.

Processes:

  • Ensuring timely processing of complaints logged in CEMS and client feedback forms, by calling clients, escalating to relevant department/individual/branch and contacting the client with a satisfactory resolution in a timely manner to deliver on CRU and Retail Banking turnaround time.

Risk Management:

  • Ensure maintenance of a healthy business environment through strict compliance with AML/CDD standards as defined by the Group and Local Regulatory Authorities. Participate in and/or support the bank's effort in combating money laundering activities.

Governance:

  • Ensure adherence to the Group Retail Banking Complaints Handling Procedures and Country Complaints DOI.
  • Ensuring that all complaints logged in CEMS are properly logged and follow the required work flow.

Regulatory & Business Conduct:

  • Display exemplary conduct and live by the .
  • 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.

Key stakeholders:

  • All internal and external clients

Other Responsibilities:

  • Embed Here for good and Group's brand and values in Nigeria/ CPBB/ CRU
  • Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Our Ideal Candidate

  • A minimum of First Degree from a University or HND from a Polytechnic in any discipline.
  • NYSC Completion certificate or exemption certificate
  • Candidates who hold a 3rd class or a pass in HND in any polytechnic must have a PGD qualification or relevant professional certification e.g. MBA, MA or any relevant professional certification.

Role Specific Technical Competencies:

  • Computer skills
  • Business Communication
  • Interpersonal skills
  • Problem solving
  • Data Analysis
  • Products Knowledge
  • Time management.