( Graduate ) Customer Care Officer at Standard Chartered Bank, Lagos, Nigeria

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( Graduate ) Customer Care Officer at Standard Chartered Bank, Lagos, Nigeria
Location: All Nigeria
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Ad description

Job Title : Customer Care Officer
Job Status : Full Time
Location : Lagos
Function : Consumer Banking
Remuneration : Very Attractive
The incumbent gives insights & feedback as VOF & VOC towards strategy formulation & execution of planOther Responsibilities Include:Complaint Management Including ResolutionAssist with the execution of assigned CCU strategic projects
Ensure adherence to TAT & service standards as shown below:Key complaints Matrics1. 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
6. TAT > 2 days
7. Unresolved complaints > 14 days
8. Inappropriate Sales
9. Proven mis-selling
10. Number of metrics in REDEnsure 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 matrixContinuous ImprovementsContribute ideas towards how to continually improve complaint management process
Support on assigned process improvement projects
Support on assigned strategic initiativesRisk & GovernanceEnsure 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 embeddedPeople & DevelopmentDisplay 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.
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.
Qualified Applicants should Click Here to apply online
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