Customer Service Ambassador

Job Summary
Strategy

• To provide quality services and to assist up-selling and cross selling financial products/services to customers transacting at branches.
• To assist the Senior Branch Operations & Service Manager to:
• Achieve / exceed the business targets set.
• Control and administer the daily operations of the Branch / Priority Banking Centre.
• Ensure that efficient and high-quality services are delivered to customer.

Business

• To generate business through cross selling banking products to customers transacting at counters. 
• To ensure that the highest standard of service is provided to customers at all times. 
• To maintain cordial relationship with existing and new customers.

Processes

• To handle deposit/withdrawal transactions and provide other banking services at counters.
• To ensure that cash in the teller’s cash till is balanced to on-line cash book and all the customer transactions are correctly posted.
• To post all general ledger entries and ensure the books of the branch are balanced.
• To update customers record to computer system and assist in general filing of bank record at branch.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• To bring to the attention of the Senior Branch Operations & Service Manager any problems encountered together with any recommended solutions.

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.

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 to 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

Internal Contacts                 

• All branch sales and service staff 

External Contacts                    

• Customers
• Skills and Experience
• Anti-money Laundering Policies and Procedures
• Customer Interaction 
• Understanding Customer Needs
• Teller Functions

Qualifications

• Teller Experience Preferred