Cash Client Service Officer

JOB SUMMARY

Define key responsibilities to reflect the duties and responsibilities of this role.

Cash Client Service Managers (CSM) are critical in supporting client’s day to day operational needs and ensuring tailored service delivery. They are the premier points of contact for inbound queries and support.

CSMs will manage and coordinate resolution of inbound Service Requests and support CSAMs on a selected scope of proactive activity.

Cash Client Service Specialists (CSS) are important in supporting core client's day to day operational needs. They are pooled points of contact for all core inbound queries and support.

CSSs will manage and coordinate resolution of inbound Service Requests.

RESPONSIBILITIES

Strategy

• Ensure that services are delivered in accordance with the set procedures indicated in the department's Quality Procedures Manual, SLAs to contribute to maintaining the Bank's quality standards.

• Ensure compliance with the Group's standards and regulatory requirements and exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include, account opening and review, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.

• Ensure that deviations from standard processes of CMO products and issues arising out of BAU transactions (including system problems) are escalated on time to superiors for proper action to be taken.

• Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, etc.

• Continuously review / monitor workflow and strive for efficiencies in time, costs and service levels.

• Continuous review of processes and standards to be able to make appropriate recommendations as to the system enhancements, improvement of efficiency and customer service quality. Ensure that changes are properly documented in relevant files.

• Assist in implementation of service and efficiency improvement initiatives and facilitate transfer of best practice.

• Assist launch and implement new cross-functional products and services and to maintain/service existing products to meet and exceed the expectations of our clients.

• Assist in implementation of service improvement initiatives in client services centre and facilitate transfer of best practice.

Business

• Client Services Functions

To deliver excellent client service and advice to our Corporate (Corporate & Institutional Banking) & Commercial Banking clients in all interactions for their post transactional enquiries, complaints, and other service-related issues.

o Responsible for serving as the primary contact person for clients and internal staff for advice, enquiries, complaints and any other service issues.

o Deliver excellent service against agreed service standards.

o As a service partner, work together with RMs, Product Sales, Operations and other key internal stakeholders to solve client issues and identify opportunities to improve overall service for the clients.

o Build relationships and rapport with identified ‘premier’ clients at the transactional / operational level (Premier Service Manager).

o Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors.

o Provide the highest standard of client service in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients.

o Responsible for client satisfaction with service arrangements and delivery.

o Work with internal stakeholders to provide end-to-end query resolution to client satisfaction.

o Responsible for effective service recovery process through complaint logging and handling.

o Maintain a professional SCB image through all interactions with clients.

o Continually identify opportunities to improve client efficiency and performance, through e.g. optimising channel usage, identifying service improvements, product solutions, and cross-sell opportunities.

• Premierservice Management

o Leverage on metrics and client insights to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilisation and optimising channel usage, up-selling and cross-selling etc.

o Make proactive calls on clients to improve the utilisation level of facilities, increase transaction volume, and identify opportunities for channels and referrals for the business.

o Build trusted partnerships with clients at the daily transactional / operational level.

• Ensure that approved generic Product Programmes and their corresponding Country Product Templates are in place before any product is accepted for implementation. Refer any instances of non-compliance to Line Manager and Department Head for follow-up and for escalation via proper risk forums and monthly KPIs.

Processes

• Premier Service Management

o Participate in annual Service Reviews for identified ‘premier’ clients.

o Reviewing service performance with the clients and generate ways to continuously improve service standards.

o On a selective basis, attend sales calls with RMs to sell our service capabilities and/or to resolve clients’ operational and service issues.

o Provide pro-active client updates.

• Support CSAM on validating client information, sharing service improvement recommendations and root cause identification, if required

• Participate in Service calls & Client Visits if required

• On Client Health Monitoring, escalate any issues that would impact client temperature and provide necessary updates if responsible for issue resolution

• On Service Reviews and Data Insights, support CSAM on validating client information, sharing service improvement recommendations and root cause identification, if required

• As per Complaints Handling route, log complaint if received

• Escalate Complaints to Service TLs / CSAM if applicable

• Escalation Management - Proactively review local open/overdue SRs and escalate urgent and important issues and incidents to CSAM as per the Escalation Management Handling route

• Work closely with internal stakeholders to resolve escalation and manage client temperature

• Responsible for providing data and materials to Sales / RM, if required in RFP support

• Ensure alignment with internal stakeholders on information of tools promoted to clients as part of the product adoption

• Suggest potential service improvement opportunities

• Redirect client requests to Sales / RM and copy CSAM for facilitation

• Identify client needs for refresher trainings and raise to CSAMs for coordination

• Conduct client training for client refresher trainings

• Aware of pipeline of implementations and receive handover from Imps

• Informed by RM / Sales / CM on client's progress to meet targets

• Responsible for facilitating smooth service delivery, preventing blockers for client to hit the target

• Raise potential issues relating to incidents to the Business Incident Coordinator and escalates to CSAM if issue is verified as incident-linked, as per the Incident Management Handling route

• For reactive incident management, CSM is responsible for providing initial holding response or workaround, and provide resolution to client for case closure

• Handle as per BAU - Responsible for assisting clients on priority / expedited transaction processing including manual process / exceptions handling from transaction standpoint

• Work with CSAM to manage client

• Escalate when required

• Responsible and accountable for timely and accurate resolution of client queries

• Flag any significant trends in client enquiry behavior / issues to CSAMs for support in addressing these thematically with the client

• Work with internal stakeholders for service requirements, enquiries, case resolution, and instructions.

• Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary.

• Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks

• Carry out other activities which may be assigned from time to time by Head CMO or senior management.

• Vested with access to confidential confirmation

People & Talent

• Encourage and foster a friendly working environment within the team to achieve teams’ objectives through teamwork and operational efficiency.

• Support the Head / Department Head to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.

• Demonstrate appropriate culture and values. Work in collaboration with risk and control partners.

• Participate in the ongoing training and development of people for improvement of skills

• Encourage and foster a congenial working environment where colleagues at all levels seek achievement through teamwork and operational efficiency.

• Operates on extended working hours if need be

• Health & Safety

o Take the lead in ensuring compliance to policies and procedures of the Bank, including but not limited to Group and Local Code of Conduct, Health and Safety, Diversity and Inclusion and communicating to the team, the escalation process and approval process in case of policy breaches.

o Take responsibility in the health and safety (H&S) aspects within area of control. Making sure that effective arrangements are in place to manage incidents and emergencies. And that staff understand what actions to take in the event of any such emergency.

o Ensure that employees are adequately trained and supervised. This training includes induction for new employees and those new to the area. Training also includes continuous education as required for employees to perform their tasks in a safe manner, i.e. they should understand the importance of reporting incidents and accidents.

Risk Management

• Comply with Operational Risk Framework set out for Cash Operations and Service including but not limited to client identification, complaints and enquiry handling.

• Adhere to policies including escalation and compliance requirements, and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.

• Business Continuity Plan

o Drive effectiveness of the department’s BCP, ensure team's active participation in the BCP testing providing timely feedback on BCP matters, makes themselves available during contingency situations. The Department Staff/Officer/Manager should be fully conversant and knowledgeable of the most updated BCP and should keep a copy of the departments call tree readily accessible at his/her place of residence.

• AML

o Comply with applicable Money Laundering Prevention Procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.

o Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include, account opening and review, transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.

o Drive and take ownership of overall effectiveness of the Anti-Money Laundering regime in the business and ensure that appropriate local procedures and internal controls that interpret the Group Policy and Standards and the local law regulations on Money Laundering Prevention are documented, implemented, maintained and monitored and that staff are adequately trained.

• To proactively monitor and assist in the management of operational risks, system risks and channel risks of the products and to highlight any potential and actual breakdown of controls and risk exception reporting.

• Ensure KCSA process is embedded and regular checks are performed as required.

• Analyze risks data and risks reports. Where necessary, mitigate and/or escalate to appropriate parties

• Zero (0) incident or accident, either directly or indirectly caused.

Governance

• Ensure compliance to all internal and external policies and regulations.

• Ensure that all control reconciliation activities are conducted in a timely and accurate manner.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Philippines / Cash Operations & Services / Client Services / Referrals Team to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• Assist in ensuring compliance with applicable local regulatory requirements, including additional conditions imposed by the Bangko Sentral ng Pilipinas

Role Specific Technical Competencies

• Addressing Customer Needs
• Banking Products and Services Development
• Customer Interaction
• Customer Support: Trends and Directions
• Customer Service Management
• Service Excellence
• On-line Transaction Processing Tools
• Operations - Back Office
• Problem Management Process
• Understanding Customer Needs

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