Universal Banker Authoriser

The Role Responsibilities

Business

Deliver World Class one – stop Customer Service through

• Timely processing / approving of Customer’s Telegraphic Transfer instructions.
• Timely processing / approving of Electronic Funds Transfer and Real Time Gross Settlement instructions.
• Timely processing / approving 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 and 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 BSSE, BDE and RMs.

Processes

Operational

• Process / Approve 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 / Approve 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 / approve 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.
• Approve scanned instructions.
• 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 and 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 and 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 and 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
• Branch Sales and Service Executive
• UG TSS (Technical Support Services)
• Client Experience Team
• BORMS

External

• Regulators, Customers and Bank lawyers

Other Responsibilities

• As assigned by people leader

Our Ideal Candidate

• 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.

Role Specific Technical Competencies

• Communication
• Analytical
• Leadership
• Problem solving
• Stress Management
• Collaboration
• Decision Making

­About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can’t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity,  together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion.