Graduate Customer Care Officer job career at Standard Chartered Bank Nigeria 2013

Chartered Bank Nigeria – We attract talented individuals. Not only can they
give you the benefit of their experience, they also reveal a closer, more
personal look at the wide range of global opportunities we offer. At the core
of the Group’s people strategy is our focus on employee engagement. Engagement
is a key driver of productivity and performance, which creates the foundation
of our performance culture. We encourage and focus on the behaviours that bring
out the very best from every employee, assessing their performance not just on
results but on how those results were achieved. To further embed these
behaviours we have a remuneration programme in place, carefully designed to
incentivise our employees to live our values every day.
We are recruiting for the position of:
Job Title: Customer
Care Officer – Lagos

Job ID: 400544
Job Function: Consumer
Banking
Location: Nigeria
- SCB Responsibilities

• Contribute insights & feedback
  as VOF & VOC towards strategy formulation & execution of plan

Complaint Management Including Resolution

• Assist with the execution of
  assigned CCU strategic projects
• Ensure adherence to TAT &
  service standards as shown below:

Key complaints Matrics

1. Number of complaints
2. Complaints per 1000 accounts
3. FTR (First Time Resolution)
4. OHS (Overall Handling Score of
   complaint resolution)
5. TAT < 24 hrs Copied:
   hotnigerianjobs.com
6. TAT > 2 days
7. Unresolved complaints > 14
   days
8. Inappropriate Sales
9. Proven mis-selling
10. Number of metrics in RED

• Ensure zero backlog on
  escalations
• Personally involved in
  resolution of escalated complaints
• Ensure overall audit, controls
  & costs are well executed
• Ensure timely MIS updates
• Ensure adherence to
  communications, empowerment & delegation matrix.

Continuous Improvements

• Contribute ideas towards how to
  continually improve complaint management process
• Support on assigned process
  improvement projects
• Support on assigned strategic
  initiatives

Risk & Governance

• Ensure compliance with changes
  in Group Policy & Standards, TCF, local laws & regulations
• Ensure compliance with
  guidelines & procedures on KYC in daily handling of customer service
  issues
• Ensure robust quality audit
  checks & controls are embedded

People & Development

• Display strong performance
  culture
• Support efforts that ensure
  fulfillment of service recovery SLAs
• Support efforts that would
  build the Bank’s profile in service centricity through strong engagement
  with regulators, media or customer associations.

Requirements

• Minimum of a 2nd Class degree
  in a relevant course
• Strong bias for communication
  (spoken and written)
• Has an analytical mind, loves
  solving problems with eyes for details
• Personable with strong
  interpersonal skills
• Computer literate and high on
  presentation skills
• Fair knowledge of core banking
  products and markets.
• Practical working knowledge of
  company, industry and banking guidelines and regulations.
• 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.

Application Closing Date
1st November, 2013 Method Of
Application
Interested and qualified candidates should:
Click here to apply

Note:
When the page opens, Click Location: Nigeria – SCB then click Search,
then click Customer
Care Officer – Lagos