Client Service Specialist - Standard Chartered

Standard Chartered Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 290,000 - 469,000; Full time

Job summary

Standard Chartered Bank (Hong Kong) Ltd is seeking a Priority Banking professional to assist the Senior Branch Operation & Service Manager and the Relationship Manager. You’ll help manage daily Priority Banking operations, ensure compliance with office rules and controls, and support efforts to deliver high‑quality service to customers while identifying sales opportunities.

The role involves data tracking, system input, and cross-selling to grow business.

Qualifications

• Experience in customer service
• Familiarity with AML policies and procedures

Responsibilities

• Assist Senior Branch Operation & Service Manager to supervise Priority Banking Team operations.
• Ensure daily operations adhere to branch controls and procedures.
• Support Relationship Manager to deliver high‑quality service and identify sales opportunities.
• Conduct sales and service monitoring by maintaining data tracking and system input.
• Conduct sales activities via cross-selling and prospecting lists.
• Assist in regulatory compliance and monitoring for suspicious activity.

Skills

Anti-money Laundering policies

Customer interaction

Understanding customer needs

Customer support policies

Job description

Strategy

• To assist the Senior Branch Operation & Service Manager and Relationship Manager to:
• Achieve / exceed the business targets set
• Control and administer the daily operations from Priority Banking customers
• Ensure that office rules, branch control and operational procedures are strictly adhered to
• To support Relationship Manager to deliver high quality service to our customers and identify sales opportunities to maximize new business acquisition

Processes

• To bring to the attention of the Senior Branch Operation & Service Manager any problems encountered together with any recommended solutions.
• To facilitate sales, service monitoring by up-keeping all necessary data tracking and system input.
• To conduct sales document checking/ follow up where required.
• To conduct sales activities via tag-on, cross-selling through customer enquires screening and compiling potential prospecting list.
• 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 scrutinise and make intelligent examination of the daily computer reports paying particular attention to any entries of an unusual nature which may require further investigation.

Key Responsibilities

People and Talent

• To assist Senior Branch Operation & Service Manager to supervise the overall operations of the Priority Banking Team.

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
• Effectively and collaboratively identify, escalation, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Internal Contacts

• All branch sales and service staff
• All frontline business stakeholders
• All Retail Banking departments stakeholders (Strategy Branch Operations & System / CEPG etc.), and
• Other support functions (IT / Audit / Finance / HR etc.)

External Contacts

• Retail Banking customers

Skills and Experience

• Anti-money Laundering Policies and Procedures
• Customer Interaction
• Understanding Customer Needs
• Customer Support Policies, Standards and Procedures

Qualifications

• Experience in Customer service

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

The world's best international bank, leading the way in Asia, Africa and the Middle East Standard Chartered PLC, listed on both London and Hong Kong stock exchanges, ranks among the top 25 companies in the FTSE-100. The London-headquartered Group has operated for over 150 years in some of the world's most dynamic markets. Its income and profits have more than doubled over the last five years primarily as a result of organic growth and supplemented by acquisitions.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.

Standard Chartered aspires to be the best international bank for its customers across its markets. The Bank derives more than 90 per cent of its operating income and profits from Asia, Africa and the Middle East, generated from its Wholesale and Consumer Banking businesses. The Group has around 1,750 branches and outlets located in over 70 countries.

The extraordinary growth of its markets and businesses creates exciting and challenging international career opportunities. Leading by example to be the right partner for its stakeholders, the Group is committed to building a sustainable business over the long term and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity. It employs 75,000 people, nearly half of who are women. The Group's employees are of 115 nationalities, of which 60 are represented among senior management.

Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation. Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage.