Graduate Customer Care Officer at Standard Chartered Bank Nigeria

Standard Chartered Bank Nigeria - Is currently recruiting for the position below:

Job Title: Customer Care Officer - Lagos

Job ID: 400544
Job Function: Consumer Banking
Location: Nigeria - SCB

Responsibilities

• Contribute insights & feedback as VOF & VOC towards strategy formulation & execution of plan

Complaint Management Including Resolution

• Assist with the execution of assigned CCU strategic projects 
• Ensure adherence to TAT & service standards as shown below:

Key Complaints Matrics

1. Number of complaints
2. Complaints per 1000 accounts
3. FTR (First Time Resolution)
4. OHS (Overall Handling Score of complaint resolution)
5. TAT < 24 hrs
6. TAT > 2 days
7. Unresolved complaints > 14 days
8. Inappropriate Sales
9. Proven mis-selling
10. Number of metrics in RED

• Ensure zero backlog on escalations
• Personally involved in resolution of escalated complaints
• Ensure overall audit, controls & costs are well executed
• Ensure timely MIS updates
• Ensure adherence to communications, empowerment & delegation matrix. 

Continuous Improvements 

• Contribute ideas towards how to continually improve complaint management process
• Support on assigned process improvement projects
• Support on assigned strategic initiatives

Risk & Governance 

• Ensure compliance with changes in Group Policy & Standards, TCF, local laws & regulations
• Ensure compliance with guidelines & procedures on KYC in daily handling of customer service issues
• Ensure robust quality audit checks & controls are embedded

People & Development

• Display strong performance culture
• Support efforts that ensure fulfillment of service recovery SLAs
• Support efforts that would build the Bank’s profile in service centricity through strong engagement with regulators, media or customer associations.

Requirements

• Minimum of a 2nd Class degree in a relevant course
• Strong bias for communication (spoken and written)
• Has an analytical mind, loves solving problems with eyes for details
• Personable with strong interpersonal skills
• Computer literate and high on presentation skills
• Fair knowledge of core banking products and markets.
• Practical working knowledge of company, industry and banking guidelines and regulations.
• In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

Application Closing Date
1st November, 2013

Click Here To Apply

Note: When the page opens, Click Location: Nigeria - SCB then click Search, then click Customer Care Officer - Lagos