- Act as the Student file custodian, when assigned
- Handle client inquiry/complaint & process request for certificates, statements, debit card, stop payment, cheque Book request, etc.
- Process Account related instruction and forward to account service/loan ops, as appropriate.
- Provide Locker related service
- Provide Student file related service
- Act as a Documentation Officer (Preparing & managing list of docs with details, archiving dates & destruction dates while archiving, Ensuring all boxes have destruction date as per Record Retention Policy on them during archiving and retrieval of documents as & when necessary).
Service Quality
- Providing prompt and high quality service to Clients.
- To achieve set targets in terms of service standards for transactions.
- Ensuring that the branch premises are maintained to the specified standard. Recommended workflow changes for greater efficiency.
- Resolving investigations and inquiries initiated by customer inquiry to the specified standard.
- Continuing Customer Retention efforts with personal involvement in complaint resolution. Log customer complaints to CEMS and keep track of their resolutions.
- Establishing Risk recognition and Compliance Culture across the branch.
- Own and Drive Know Your Customer/CDD, Reputation Risk, Money Laundering initiative
- Report Suspicious Activities/Transactions as necessary.
- Ensure Control Environment is robust enough to receive Satisfactory Audit Ratings
- Ensure general housekeeping standards of the branch
- Customer quarries follow up and solve problems
- Enhancement of the Bank’s image via community activities
Financial/Sales
- Generation of new business via in-branch contacts/Cross Selling from observation of customer transactions
- Building new relationships and strengthening existing Relationships
- To achieve set targets in terms of potential customer and follow up with phone calls.
- Referral of prospective business to other SCB functional units
Operational Risk/Administration
- Assist the BM for the branch security management and coordinating with Administration as and when required.
- Assist the BM to ensure that branches maintain all the records that are auditable for good audit rating
- Participate in carrying out the Business Continuity Plan among the department.
People
- Have open channels of Communications and maintain high levels of motivation.
- Help create an environment where the branch people can operate as a team demonstrating the Values of the Bank.
Key Stakeholders
- CPBB Operation
- Client Relationship
- Branch Operation Team
- Business Risk Management Team
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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
