Universal Banker Maker job at Standard Chartered

JOB DETAILS:
Job Summary
Business*
Deliver World Class one –stop Customer Service through:
• Timely processing of Customer’s Telegraphic Transfer instructions.
• Timely processing of Electronic Funds Transfer and Real Time Gross Settlement instructions.
• Timely processing of Customer Draft applications.
• Issuance of Cheque books to customers.
• Issuance of Visa Card to customers.
• Issuance of Counter cheque leaves as per the Bank’s laid down procedure.
• Handling Captured cards under dual control.
• Timely processing of Stop Payment instructions from customers.
• Handling customer’s issues and complaints pertaining to RB product range.
• Query handling for both the internal & external customers.
• Process static data instruction from customers

VAULT
• Joint Vault primary custodian
• Cash management as per processes/ guidelines for a vault custodian.
• Custodianship of vault user assigned to you.

SERVICE:
• Provide effective, efficient and superior service to customers.
• Manage or recommend workflow changes for greater efficiency.
• Ensure customer queries and complaints are responded to within defined TAT.
• Ensure all front office desks are manned at all times.
• Queue/ Quematics Management.
• To provide one stop shop service in a consistent, professional manner by embracing all the branch values.
• To improve and maintain the Bank’s No 1 position in quality service.
• To migrate clients to online platforms.
• Service recovery- turn an unhappy customer into a satisfied customer with professional and empathetic service.
• Maintain minimum standard of cleanliness and neatness in banking hall.
• Highlight operational issues.
• Record all customer complaints in CEMS.
• Resolve exceptional investigations and liaise with other functions to ensure issues are resolved.
• Ensure service staff are equipped with knowledge and products and service, achieve grooming standards and are friendly and responsive and providing personalized services to customers.
SALES
• Identify prospects of cross selling of bank products and services (deposits, unsecured loans) for referral to the Affluent Acquiring team, BDEs & RMs.

Key Responsibilities
Processes*
OPERATIONAL
• Process all daily counter transactions for cash /cheque deposit, withdrawals to all accounts (involving cash, cheques inter-account transfers, cashier orders, currency exchange and other wealth management products as per delegated authority given.
• Encash cheques and others related instruments as per delegated authority given.
• Provide Custodianship role as an alternate custodian in Vault.
• Process entries for Vault as per stipulated policy guidelines.
• Process credits and debits to customer’s accounts in line with the customer instructions and as per laid down procedures.
• Manage cash within floor limit and overnight till limits as per delegated authority letters held
• Balance cash against the journal and maintain a record of the same on a daily basis.
• Scan instructions for processing
• Custodian of blank Float forms issued to teller by the treasury custodians
• Online posting/approving of customers’ transactions.
• Act as a backup branch Float custodian (If nominated).
• Daily reconciliation of cash and GL accounts when not a custodian.

Risk Management*
AML & CDD
Ensure compliance with:
• “Guidelines and procedures on “Customer Due Diligence “for account opening and on cross-border account opening referral” issued by group business and operations risk.
• Controls and procedures on “Customer Due Diligence” introduced to addressed money laundering prevention and compliance risk.
• Guidelines for the submission of suspicious transaction reports issued by head of legal & compliance/country money laundering prevention officer.
• Customer data protection policy
• Ensure that money laundering requirement are followed as follows
• Take all reasonable steps to verify the identity of our customers e.g completing the know your customer checklist for all customers
• Retain adequate records of identification, account opening and transactions
• Adhere to Speak Up Policy
• Fully comply with all policies, procedures to achieve satisfactory grades in local and group audits.
• Any other duties assigned by the line manager

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*
Internal
• Branch Managers
• Branch Operations and Service Manager
• Priority Acquisition team, BDEs and RMs
• UG TSS (Technical Support Services)
• Client Experience Team
• BORMS

Skills and Experience
• University graduate or equivalent
• Must have undergone Universal Banker training and passed.
• Good understanding of transaction process flows and customer services guidelines
• Good understanding of the bank’s products
• Relevant working experience
• Good communication and interpersonal skills

Qualifications
• Communication
• Analytical
• leadership
• Problem solving
• Stress Management
• Collaboration
• Decision Making

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure

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