Channel HelpDesk Specialist

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global banking institution is seeking a Client Services role in Kuala Lumpur. The position requires managing technical inquiries, providing product support, and ensuring compliance with service standards. Ideal candidates should have strong communication skills and a background in customer support. A competitive salary and benefits package is offered, promoting well-being and professional growth.

Benefits

Core bank funding for retirement savings

Medical and life insurance

Annual leave and parental leave

Flexible working options

Digital wellbeing platform access

Opportunities for reskilling

Qualifications

• Experience in customer service and support roles.
• Ability to analyze client feedback and improve processes.
• Strong understanding of compliance and regulatory requirements.

Responsibilities

• Handle customer technical inquiries via calls, email, or chat.
• Assist with product setups and resolve technical issues.
• Analyze client feedback and advise on service improvements.
• Prepare performance-related reports for the bank.

Skills

Client relationship management

Technical troubleshooting

Communication skills

Data analysis

Job description

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Responsibilities:

• Respond to all S2B Technical (Channel) Enquiries, Request and Complaints via Inbound calls, email or Live chat and ensure the TAT is met.
• Assist customers with product setup by providing step by step guidance / instruction and resolving any technical issues they might experience.
• Follow up with customers to ensure that reported technical difficulties have been resolved.
• Troubleshoot, analyse, and report any channel (S2b) errors, failures, or malfunctions to Technology and coordinate with them for a fix.
• Analyse client feedback / Client data and advise management on areas of improvement.
• Work together with other Technology teams to find solutions to more complex issues and ensure that the client issue is fixed.
• Provide detailed information about the products and services offered to the customers.
• Conduct Training for clients on Online channel and its features.
• Prepare all required performance-related reports required by the Bank.
• Project transaction volume to ensure sufficient capacity exists to meet service requirement at an optimal efficiency.
• Train staff to required skill and knowledge requirements by upskilling the junior staffs to manage the enquiries, requests, and complaints independently.
• Adhere to Service Level & Metrics as detailed in the “CSG Metrics Guide”.
• Assist the team responsible for implementing change to achieve market leadership in customer service.
• Manage the day-to-day delivery of Client Services, to deliver simply first-class service and efficiency whilst minimizing risk.
• Work with the team and Line Manager team to meet and exceed service standards.
• Minimize contact rate/repeat call incidence/complaints of any kind and value adds contact by customers.

Requirements:

• Ensure appropriate internal controls and procedures are in place and clearly documented.
• Monitor the operation of such procedures and controls, and regularly review them to ensure they reflect changes in process, products, policies, and regulations.
• Ensure adherence to policies including escalation and compliance requirements.
• Ensure the team for all enquiries received are logged in the Global Enquiry management system and tracked until closure, adhering to the SLA set.

Business

Leverage on the VoC process to understand client’s needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage.

Processes

Provide the highest standard of Client Services in response to client enquiries and complaints, to create improved, lasting relationships with our clients.

People & Talent

Maintain a professional SCB image through all interactions with clients.

Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.

Governance

Ensure adherence to policies including escalation and compliance requirements.

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.

Key stakeholders

Internal: Head of Client Services Group, Client Service Account Managers, RM’s and Client Managers, Senior Managers, Managers from other related departments.

External: All CCIB Clients, Key personnel of companies, Other Banks.

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.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days).
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill.