Graduate Customer Care Officer at Standard

Chartered Bank Nigeria
Standard Chartered Bank Nigeria - We attract talented individuals. Not only can they give you the benefit of their experience, they also reveal a closer, more personal look at the wide range of global opportunities we offer. At the core of the Group's people strategy is our focus on employee engagement. Engagement is a key driver of productivity and performance, which creates the foundation of our performance culture. We encourage and focus on the behaviours that bring out the very best from every employee, assessing their performance not just on results but on how those results were achieved. To further embed these behaviours we have a remuneration programme in place, carefully designed to incentivise our employees to live our values every day.

We are recruiting for the position of:

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

    Number of complaints
    Complaints per 1000 accounts
    FTR (First Time Resolution)
    OHS (Overall Handling Score of complaint resolution)
    TAT < 24 hrs Copied: hotnigerianjobs.com
    TAT > 2 days
    Unresolved complaints > 14 days
    Inappropriate Sales
    Proven mis-selling
    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. Copied from: www.hotnigerianjobs.com

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. Copied from: www.hotnigerianjobs.com

Application Closing Date
1st November, 2013

Method Of Application
Interested and qualified candidates should:
use this link to apply
https://cgportal.global.standardchartered.com/psc/hrms/EMPLOYEE/HRMS/c/HRS_HRS.HRS_APP_SCHJOB.GBL?Page=HRS_APP_SCHJOB&Action=U&TargetFrameName=None