Standard Chartered Bank - Nigeria invites applications from suitably qualified candidates for the job position of Personal Financial Consultant – Standard Chartered Bank - Nigeria – SCB Garki, Abuja (Nigeria). Standard Chartered PLC is a leading international bank, listed on the London, Hong Kong and Mumbai stock exchanges. It has operated for over 150 years in some of the world’s most dynamic markets and earns more than 90 per cent of its income and profits in Asia, Africa and the Middle East. This geographic focus and commitment to developing deep relationships with clients and customers has driven the Bank’s growth in recent years.
With 1,700 offices in 70 markets, Standard Chartered offers exciting and challenging international career opportunities for around 85,000 staff. It is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. The Bank’s heritage and values are expressed in its brand promise, Here for good.
Directly Reports to the Branch Manager
Indirectly Reports to the Head, Preferred and Personal Banking
Direct Report is the Service Support Officer.
1.) Managing the customer service function to ensure the delivery of quality service to customers, the projection of a professional and warm image, maintenance of operational controls and improvement in operational efficiency.
2.) To acquire , grow and deepen customer relationships in the Wealth segment and SME segment through excellent service delivery, with special focus on the analysis of their personal , financial as well as investment needs and objectives
Key Roles & Responsibilities
•In consultation with GM Retail Products, determine monthly plans and implement sales and service process to achieve committed targets for incremental business from existing wealth customers.
•Provide truly professional customer service to achieve a high level of customer satisfaction and retention by :
-consistently adhering to local and international service standards
-Practice service excellence in handling customer issues, complaints, product enquiries in a timely, problem-free and responsive manner.
-Provide a high level of professionalism in conducting financial analysis and profiling with customers.
-Recommending improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency.
•In liaison with the Branch Manager, plan and manage staff administrative issues for direct reports e.g
-Organize work flow and staff leave
-Staff coaching and training where needed for improve performance.
•Supervise day to day operational activities in the front office.
•Ensure all positions are manned
•Carry out responsibilities as may be assigned from time to time.
•Ensure ongoing self development
-Motivate oneself to improve on personal skills especially in relationship management, financial planning and analysis, investment counseling and recommending training in appropriate aspects.
-Upgrade oneself in knowledge and new developments in banking, financial and investment products and services and ensure that certification and licensing requirements for the job are obtained as quickly as possible.
ACQUISITION & PORTFOLIO MANAGEMENT
•Attend to customer sales/enquiries
•Evaluate customer needs and provide advice as to products required
•Cross sell bank’s products to current/potential customers
•Carry out effective sales and Relationship management through direct sales and referrals
•Grow and manage customer base in the Personal /SME Portfolio segment
•Complaint handling and resolution
•Card/Cheque book custodian
•Card/Cheque book activation
OPERATIONAL RISK MGT AND CONTROL
•Ensure money laundering requirement as follows:
-Take all reasonable steps to verify and identify our customers e.g. completing Know Your Customer checklist for all customers
-Retain adequate records of identification, account opening and transactions
-Raise awareness of money laundering prevention by training all staff
-Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to:
-“Identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing Suspicions to customers”.
- Ensure your staff is well trained in combating money laundering.
•Monitoring of Branch registers to ensure compliance with standards.
•Ensure reduced / minimal operational irregularities.
•Monitoring of vault cash limit
•Resolving exceptional investigations and inquiries and liaising with other functions to ensure that issues are resolved.
•Analysis and reporting of management statistics
RISK MANAGEMENT & COMPLIANCE
Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
Ensure full awareness of all policies relating to operational risk, sales processes, mis-selling, etc and comply with the same.
Read, understand and comply with all provisions of the Group Code of Conduct.
KYC / money laundering
•Ensure you remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”.
Qualifications & Skills
• First degree in any discipline (minimum of Second Class Lower division). Relevant professional qualifications are added advantage
• At least 3 years experience in Consumer Financial Services.
• Thorough knowledge of the Bank’s products, services and delivery channels available to Customers.
• Thorough knowledge of the Bank’s Procedure and Policies.
• Excellent Sales and Customer Relationship skills.
• A self-driven individual with good motivational skills.
• Effective writing and presentation skills in English.
• Ability to plan daily/periodic operations
• Strong customer service orientation.
• Strong interpersonal and communication skills
• Sales-Driven, Energy and drive.
• Sound knowledge of administrative procedures.
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.