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Client Service Executive

1 month ago

Ho Chi Minh City, Vietnam Standard Chartered Full time

**Job***: Retail Banking

**Primary Location***: Asia-Vietnam-Ho Chi Minh

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 05/May/2023, 5:07:28 AM

**Unposting Date***: Ongoing

**Roles and Responsibility**
- Support Branch Ops team (Chief Teller, Teller, other Client Service Executives) in generic
- Generate new sales/ acquisition opportunities through referral tag on
- Implement instructions from line Manager in order to develop and maintain highest achievable standard of client service.
- Seeking referrals from client base through day to day dealing with clients in and outside the bank
- Take part in the process for management of client relationship improvement by giving client’s feedback to managers and related relationship managers to work out service approach
- Carry out accurate and fast investigations to ensure the objectives are met for both service and operations in accordance with service standards.
- Process all daily transactions (for Cooperate & Retail clients) accurately
- Positively and substantially perform delegated responsibilities to ensure high quality service, maintain partnerships with Retail& Cooperate clients and facilitate well defined and error free processing for all products and services.
- Implement instructions from line Manager and Head of Branch Operations in order to develop and maintain highest achievable standard of client service.
- Perform service quality functions to assist managers in improving working efficiency and quality via records and reports

**Branch Services**
- Assist in attending to clients (over the counter) in their queries and complaints
- Assist in investigating clients’ (over the counter) issues & complaints
- Assist in revenue generation through active tag on and refer potential client to PFCs/ RMs
- Hand over all instructions taken from clients over the counter to Branch Services & Support for batching to the relevant units
- Ensure all entries, records and reports in storage space
- Back up other Client Executive Services on lunch/leave/ML/training
- Participate in Business Continuity Plan testing whenever required
- Fully understand and strictly comply with Group policies, work procedures and local regulatory requirements
- Process various transactions over the counter (remittance, cheque book insurance, card linking, FD, inhouse transfer, document checking: PL, CC, CASA ; eops scanning )
- Assist to investigate processing errors.
- Process and hand over all instructions taken from clients over the counter to the relevant units
- File all entries, records and reports in storage space
- Assist in investigating processing errors
- Custodian to keys and combination settings to the but not limited to Treasury Cash Vault / Safe Deposit Lockers/ATMs/Armored Car/Main door/valuable stationery (card/PIN/Cheque ) ( if applicable) in accordance to relevant policies and procedures.

**Risk Management**
- Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and KYC.
- Participate in and/or support the Bank's effort in combating money-laundering activities.
- Exercise due care and diligence on matters related to Money Laundering and KYC in the day to day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates

**Governance**
- Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
- Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

**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.
- Lead the [country / business unit / function/ achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key stakeholders**
- Clients on transactional requests, queries, feedba

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