Customer Care Officer, Lagos – Standard Chartered Bank

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

Key Roles & Responsibilities

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.

Qualifications & Skills

1.Minimum of a 2nd Class degree in a relevant course
2.Strong bias for communication (spoken and written)
3.Has an analytical mind, loves solving problems with eyes for details
4.Personable with strong interpersonal skills
5.Computer literate and high on presentation skills
6.Fair knowledge of core banking products and markets.
7.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.

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.