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| Customer Service Manager |
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- Assist assigned RMs to achieve financial targets by providing strong support function
- To provide excellent customer service to existing and prospective clients
Key Roles & Responsibilities
- Provide accurate and timely support to Relationship Managers and Private Bank clients
- Be aware of and assist Relationship Managers in achieving their revenue and AUM targets
- Handling of Relationship Manager's inbound calls where necessary
- Produce high quality phone and written correspondence to clients
- Liaising with other Departments where necessary, promptly inform Relationship Managers and the management team of any complaints. For Jersey clients ensure these are logged in Command
- Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures
- Constantly challenge processes and procedures with a view to streamlining and simplifying, to reduce waste and improve service offered to internal and external clients
- Call Backs to clients to verify high risk payments, change of addresses, enquiries and various administrative matters etc
- Assist with the preparation of Client Due Diligence (CDD) reviews and ensure deadlines are met, follow up of issues raised as required by Relationship Manager
- Respond to client/RM/ investigations by phone/fax/e-mail
- Daily review of overdraft, account balance and deposit reports
- Amex card and debit card ordering and all card related enquiries from clients, transferring these to the Amex or debit card centre wherever possible. Ensure all Amex card clients are on the DSA or on direct debit.
- Deal with Account Opening documentation and queries as required, ensure paperwork is sent to filing on a regular basis
- Co-ordinate all client visits to ensure pertinent information is available eg. Hold mail, credit cards, documentation for client's signature etc
- Accurate account of all client contact to be documented via a call report or for Jersey clients via onewealth, command, datastore etc.
- Deal with and process payments, deposits, securities transaction and credit applications accurately and within deadlines and follow up with any queries
- Spotting cross-sell opportunities and referring to Relationship Managers where appropriate
- Referral of all sales and upgrade opportunities to Relationship Managers
- Take all required exams to become registered as CF30 with the FSA and when FSA registered act as alternate to Relationship Manager
- Log of CPD activity to be kept up todate and submitted quarterly to the CPD supervisor
- Ensure the FSA's Treating Customer's Fairly standards are consistently met |
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Bachelors
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3 years + |
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English : Speak / Write Fluently
Spanish : Speak Fluently
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open-ended |
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unspecified |
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EU National |
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London Area |
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Knowledge / Skills / Experience Required:
- General Banking experience, preferably in a Client Service role
- Solid knowledge of banking practices and associated regulatory requirements
- Solid knowledge of and adherence to the company's policies and procedures
- Strong verbal and written communication skills
- Willingness to speak/correspond to clients on a daily basis
- Ability to work under pressure and meet tight deadlines
- Team player
- Eagerness to learn all roles within the whole team
- Ability to work with Relationship Management team, operations, compliance etc. focusing on working as 'one bank'
-Basic understanding of the how the global financial and investment markets operate
-Basic understanding of SCB Private Bank products
-Fluent in Spanish desirable
Qualifications
Educated to College level (or equiv)in Maths and English |
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With a banking heritage spanning more than 150 years, Standard Chartered has developed extensive global reach and a strong position in emerging markets and new trade corridors. |
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Standard Chartered
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