Other administrative support tasks(remote & in person)

Ngày đăng: 24-08-2017

Standard Chartered Bank (Vietnam)

Key Responsibilities

Mandate:

- ETB servicing

- Handle Priority clients and Business Clients’ service issues and complex needs for Store walk-in Personal clients

- Provide administrative support to Priority Bankers/Branch Sales and Service officer/Business Clients RM to deal with ongoing client service issues, onboarding of new clients/products, and ongoing monitoring processes

- Serve complex service needs of Personal Clients walking into Store

- Educate and steer client for interactions with the bank via online, machine channels

- Any additional service focused mandates to be discussed separately

- Interacts directly with clients

- Covers for members of BSSO when they are not available (team)

Activities (role in client journey)

1. Fulfillment (remote & in person)

- Assist Priority Banking clients/Personal Clients and Business clients with fulfilment of sales, including all necessary documentation and paperwork

2. Activation (remote & in person)

- Assist Priority Bankers/BSSO/BC RMs with activation efforts i.e., scheduling time for conversation with client, preparing material for discussion

- Educate and conduct initial set up for online, ATMs, Client Centre, and Store

3. Service (remote & in person)

- Assist Business clients/ Priority Banking clients /Personal clients with all service and transaction requests

- Interface with middle or back office teams to complete service requests

4. Other administrative support tasks(remote & in person)

- Assist BC RMs/Priority Bankers with any administrative support for updating KYC, monitoring and managing client’s credit situation, migrating clients in and out of Priority

Key Requirement:

Product broadening

- Enhanced multi-product Priority knowledge/ Business client knowledge

- Market and competition knowledge 
Client engagement

- Soft skills for client handling

- Stakeholder engagement skills

- Objection handling

- Client training on digital solutions

- Organized

- Knowledge of banks’ processes and procedures

- Bank operation risks and processes

Journey completion

- Ability to solve problems and close issues without handing over

- Priority/Business Client KYC set up for client type

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