Client Service Manager

Job Summary

We are looking for a proactive and client-focused Customer Service Manager to join our Priority and International Banking team in Jersey.

Working closely with Relationship Managers, you will play an important role in delivering an exceptional experience to existing and prospective clients. You will provide high-quality operational and relationship-management support, help strengthen and deepen client relationships, and contribute to the achievement of the team’s financial and non-financial objectives.

This is an excellent opportunity for an experienced client service professional who enjoys building trusted relationships, managing varied and sometimes complex client requests, and collaborating across Banking, Operations, Credit, Compliance and Wealth teams. You will gain broad exposure to affluent banking while developing your knowledge of banking products, investments, lending and international financial markets

Key Responsibilities

• Assist assigned Relationship Manager to achieve financial targets by providing strong support
• To provide excellent customer service to existing and prospective clients
• Assist in deepening existing client relationships through excellent customer service and relationship management
• Assisting Relationship Manager in generating referrals for Wealth, Balance Sheet, and Mortgage
• Assisting with managing client’s relationship and portfolios while Relationship Manager is away on leave
• Assisting Relationship Managers to complete timely Periodic Reviews (PR), Source of Wealth, Triggers Review (TR), LCC submissions, FCC actions, Credit renewals, manage complaints, credit reports, deceased account processing, dormancy account processing, Execution & Advisory
• Wealth Trades processing, Asset transfers and Foreign Exchange (FX).
• Support the assigned Relationship Manager in achieving financial targets through strong operational and client service support.
• Deliver excellent customer service to both existing and prospective clients.
• Assist the Relationship Manager in generating referrals for Wealth, Balance Sheet, and Mortgage products.
• Support timely completion of Periodic Reviews, Source of Wealth, Triggers, Local Client Committee (LCC) submissions, FCC actions, credit renewals, assist in managing complaints, credit reports, deceased account processing, dormancy account processing,
• Execution & Advisory Wealth Trades processing, Asset transfers and Foreign Exchange (FX).
• Maintain ongoing awareness of Anti-Money Laundering (AML) “red flags” and elevate suspicious activity to the Money Laundering Reporting Officer where appropriate.
• Receive, record, and manage client complaints in line with bank processes.
• Respond to all client complaints within agreed turnaround times and ensure timely resolution.
• Work closely with the Complaints Manager to follow up all complaints through to resolution and ensure appropriate client responses.
• Ensure corrective actions are implemented based on client feedback to prevent recurrence of issues.
• Build a strong understanding of all processes relevant to CSM work.
• Follow all documented operating instructions (DOIs) applicable to their responsibilities.

Skills And Experience

• At least two years of client service experience, ideally gained within banking, financial services, investment management, private banking or a related environment.
• A strong record of delivering high-quality service to internal and external clients.
• Effective client service and relationship-management skills, with the ability to build credibility with people at different levels.
• Good understanding of banking practices, regulatory requirements, operational controls and internal policies.
• Knowledge of banking products and services, with an interest in investments and global financial markets.
• Strong written and verbal communication skills.
• The ability to understand and manage complex client instructions within defined authorities and limits.
• Sound problem-solving and negotiation skills.
• Strong attention to detail and a commitment to accuracy.
• The ability to manage competing priorities and deliver within tight deadlines.
• A collaborative approach and willingness to support colleagues across the wider team.
• Cultural awareness, discretion and the ability to adapt your communication style to different clients and situations.
• A proactive mindset, with the confidence to identify issues, challenge inefficient processes and recommend improvements

Qualifications

• A financial or banking-related qualification would be advantageous.
• A commitment to completing required professional qualifications, product accreditations and ongoing learning.
• Fluency in English, with strong written and spoken communication skills.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 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.

Together We

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.

Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.

Flexible working options based around home and office locations, with flexible working patterns.

Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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