Executive, Voice & Virtual - Email Channel (UAE nationals)
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Key skills for this role
About the Role
Standard Chartered is seeking a Voice & Virtual Executive to manage customer queries and service requests through the bank's registered email channel. The role involves responding to customers, processing non-financial requests, and collaborating with internal teams to resolve issues.
Key Skills for This Role
Responsibilities
- Respond to customer queries, complaints, and service requests received through the bank's registered email channel
- Drive first contact resolution while meeting turnaround times and service level agreements
- Process non financial requests such as card blocking, statement issuance, and profile updates, escalating complex cases where needed
- Perform backend checks to ensure accuracy and completeness of all requests
- Record all customer interactions accurately in the CRM system
- Support quality checks to ensure compliance with internal policies, procedures, and regulatory requirements
- Work closely with internal teams to resolve issues efficiently
- Identify recurring issues and contribute to process improvements
- Maintain strict adherence to data privacy, confidentiality, and information security standards
Requirements
- Experience in customer service, client operations, or service management roles (banking or financial services preferred)
- Strong written communication skills
- Good problem solving and analytical skills with attention to detail
- Ability to manage multiple service requests while meeting defined turnaround times
- Comfortable working with CRM platforms and standard office applications
- Awareness of risk, compliance, and conduct requirements in a regulated environment
- Proficiency in written English is required
- Bachelor's degree or equivalent qualification is preferred
Full Job Posting
Job Summary
- We’re looking for a Voice & Virtual Executive – Email Channel to manage customer queries and service requests through our registered email channel.
Key Responsibilities
- Respond to customer queries, complaints, and service requests received through the bank’s registered email channel
- Drive first‑contact resolution while meeting turnaround times and service level agreements
- Process non‑financial requests such as card blocking, statement issuance, and profile updates, escalating complex cases where needed
- Perform backend checks to ensure accuracy and completeness of all requests
- Record all customer interactions accurately in the CRM system
- Support quality checks to ensure compliance with internal policies, procedures, and regulatory requirements
- Work closely with internal teams to resolve issues efficiently
- Identify recurring issues and contribute to process improvements
- Maintain strict adherence to data privacy, confidentiality, and information security standards
Skills And Experience
- Experience in customer service, client operations, or service management roles (banking or financial services preferred)
- Strong written communication skills with the ability to respond clearly and professionally
- Good problem‑solving and analytical skills with attention to detail
- Ability to manage multiple service requests while meeting defined turnaround times
- Composed, professional approach when handling complex or priority cases
- Comfortable working with CRM platforms and standard office applications
- Awareness of risk, compliance, and conduct requirements in a regulated environment
- Experience handling customer complaints or service request workflows
- Proficiency in written English is required; Arabic language skills are an advantage
Qualifications
- Bachelor’s degree or equivalent qualification is preferred
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.
What We Offer
- 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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