Job Summary
Join Standard Chartered Bank as a Specialist within our Complaint Resolution Unit, where your expertise will be pivotal in managing and resolving customer complaints with utmost professionalism and efficiency. This role is designed for a dedicated individual who is committed to upholding the highest standards of integrity while ensuring compliance with regulatory policies governing complaint handling.
As a key member of our customer service framework, you will conduct comprehensive investigations into customer grievances, working collaboratively across various internal departments to deliver fair resolutions. Your insights will drive improvements in our processes and contribute significantly to enhancing the overall customer experience banking with us.
This position offers a unique opportunity to influence customer advocacy initiatives and participate in ongoing improvements within a global banking context, creating meaningful impact while developing your professional career within a diverse and supportive environment.
Key Responsibilities
- Efficiently manage and execute service operations that support customer requests initiated by front-end teams, ensuring seamless client experiences.
- Conduct customer feedback surveys and maintain accurate Management Information Systems (MIS) records for continuous monitoring and reporting.
- Document and categorise the spectrum of errors, issues, and complaints handled to facilitate pattern recognition and resolution tracking.
- Ensure all complaints are resolved within established turnaround times, maintaining transparency and accountability throughout the process.
- Collaborate actively with team members and cross-functional units to align complaint resolution efforts with organisational goals.
- Identify and articulate customer issues clearly, proposing effective solutions tailored to individual circumstances.
- Perform detailed root cause analysis to uncover systemic issues and recommend sustainable process improvements.
- Investigate complex customer complaints thoroughly, escalating when necessary, and coordinating with relevant stakeholders to reach timely resolutions.
- Communicate complaint outcomes clearly, empathetically, and professionally, ensuring customers feel heard and valued.
- Provide recommendations for service enhancements based on recurring concerns and customer insights to strengthen overall satisfaction.
- Maintain rigorous quality standards to support a culture of excellence in customer service and complaint management.
Skills and Experience
- Exceptional analytical skills with the ability to scrutinise complaint details and extract key information to inform effective resolution strategies.
- Excellent verbal and written communication skills to engage confidently with customers and internal teams, ensuring clarity and professionalism at all stages.
- In-depth knowledge of banking products and services, combined with a keen eagerness to stay updated with new offerings and regulations.
- Proven ability to manage sensitive and high-risk complaints with discretion and sound judgement.
- A robust customer-centric approach, demonstrating empathy and commitment to delivering superior service experiences.
- Strong attention to detail to ensure accurate logging, tracking, and reporting of complaints and their resolutions.
- Competence in complaint management systems and tools, facilitating efficient case handling and documentation.
- Creative and solution-oriented problem-solving skills to address challenges and improve complaint handling processes.
Qualifications
Ideal Candidate
• A bachelor's degree/graduate is preferred.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
- Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
- Flexible working options based around home and office locations, with flexible working patterns.
- Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
- A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
- Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.