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
- Number of complaints
- Complaints per 1000 accounts
- FTR (First Time Resolution)
- OHS (Overall Handling Score of
complaint resolution) - TAT < 24 hrs Copied:
hotnigerianjobs.com - TAT > 2 days
- Unresolved complaints > 14
days - Inappropriate Sales
- Proven mis-selling
- 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
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