Associate, Client Services, PvB

RESPONSIBILITIES

Strategy

The role assists Relationship Managers (“RM”) in delivering business results through providing quality information flow plus banking and investments services to clients, and in advising on and executing transactions. He/she plays a significant role in fulfilling and maintaining all necessary internal control, risk governance, compliance policy, client communication and profiles in order to prevent operational risk event and meet regulators’ requirement & standard. 

Business

• Provide comprehensive client support services to RMs in executing a broad range of banking and investment transactions for Private Banking clients
• Provide concise and relevant information flow and execute all client transactional and administrative needs accurately and on a timely basis
• Handle and resolve day-to-day queries from clients, RMs on transactional activity, operations, systems, account re-balancing processes etc. 
• Support RMs to complete sales documentation and related processes (e.g. client profiling / KYC diligence) and input such information together with deal information into data capture and / or transaction processing systems. 
• Assist RMs in preparing Business Credit Application, financial review documentation and other customer correspondence as and when required. 
• Support RMs in attending to and following up on customer service issues with clients and internal departments, and in all cases report and escalate customer complaints to management in accordance with established procedures. Failure to report and escalate complaints will result in disciplinary action 

Processes

• Handle and ensure client document and reporting comply with internal process standards. 
• Ensure full awareness of and adherence to the policy and procedures e.g. credit policy and operation procedures

Risk Management

• To comply with all applicable money laundering prevention procedures and, in particular, highlight suspicious activities/behaviour of clients and staff e.g. account irregularities and alert TL/CA of the suspicious transactions on a timely basis. 
• Fully compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition and other risks; to conduct business at all times in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions/activity during and after client on-boarding process.

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.

Key Stakeholders

• RM, RM Team Leader, Senior Client Partner, Market Head, CSM Team Leaders, Head of Client Services and Change Delivery, Operations, COO Office

Qualification

• HKMA Relevant Individual Type 1
• Role Specific Technical Competencies
• Client Service Experience in Banking Industry
• General Banking Knowledge
• Investment and Product Knowledge
• Communication Skill
• Language – English & Mandarin/Cantonese
• Knowledge of Banking Practices and Regulations