Cash Client Services Officer

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 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 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 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.

• 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

• Pre Processing Manually Initiated Fund Transfers / Instructions

o Ensure that control measures are in place for Pre Processing and that these are in accordance with Key Control Standards set for Cash Operations.

o Responsible in receiving and message log of over the counter payments instructions, fax instructions from Corporate Clients, Operations Units and Branch.

o Responsible for special handling client requests for post processing referrals

o Perform callback verification on instructions for processing or transactions references of Cash Products

Note: If you are primarily responsible in performing callback verification, you are not allowed to receive payments instructions and perform signature verification.

o Ensure that monthly report requirements assigned are submitted in a timely manner.

• Pre Processing – Investigation

o Follow through transactions for further handling of pre-processing activities such as Call back verification, Signature verification, and internal and external coordination for Hunt for Funds

o Seek necessary approval for irregular transactions, reporting such exception in the daily updates and monitoring resolution of outstanding items or target dates and submission of the monthly internal reports to all stakeholders.

o Investigation, follow-through, resolution and reconciliation of referral cases within scope of in-country Cash Operations as referred by GBS, Cash Operations, Skybranch. clients or other internal stakeholders

o Ensure timely and accurate pre processing investigation of items relating to CMO products

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

o 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.

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

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

• Counter Teller

o Processing of all daily counter transactions for deposits and withdrawals covering Peso/FCDU SA/CA accounts involving cash and cheques including FX purchase/sale,

o Till Box Management

o Receipt, log and pre-processing of payment instructions (MC, DD, BT, OLT and OTT) and all other transactions at tellers’ counters ensuring that the required standards for quality and completeness of work, accuracy and presentation are met. Handling of customer inquiries, requests, inter-actions and complaints to a specified quality standard.

o Receipt of check cancellation

o Receipt and Processing of Stop Payment Orders

o Processing of FX transactions and required regulatory reports. FX volume report and FX sale daily listing.

o Release of STS Cheques

o Release and reconciliation of PIN mailers subject to approval by an authorized officer

o Counting, wrapping and packaging of bills and coins

o Check Deposit Signature Verification, Technicalities and EBBS Posting

o Complaints Management

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: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]

• 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

Key stakeholders

Role Specific Technical Competencies

• Addressing Customer Needs
• Banking Products and Services Development
• Customer Interaction
• Customer Service Management
• Operations - Back Office
• Problem Management Process

Visit our careers website www.sc.com/careers