Client Service Executive - Digital servicing & Service Quality Assurance; UAE nationals

Position: Client Service Executive - Digital servicing & Service Quality Assurance (UAE nationals) OverviewThe client service executive handles client queries/complaints via digital channels (social media, Chat Bot) and can also contact clients by phone to gather information and provide resolutions. The role collaborates with the marketing and social media team to understand opportunities and support launches, tracking, and social/digital campaigns. It also analyzes client feedback across channels to support process/product improvements.Key Responsibilities Handle customer social media posts, calls, and issues while delivering consistent customer delight in relation to queries/requests/financial needs and problem resolution, aligned with SCB policies.Moderate, review, and respond to comments on social channels in a timely, friendly, and professional manner; provide end-to-end resolution where applicable to create positive connections with the customer community.Engage in social media commentary with carefully phrased responses viewed by a broad audience.Moderate all user-generated content on social media in line with the moderation policy for each community.Ensure proper follow-up and tracking of cases with closure within the defined turnaround time; maintain regular communication with customers throughout the resolution lifecycle.Sign up customers for value-added services and digital education (as applicable).Tag social media posts and calls accurately per internal guidelines and policies.Initiate and strive toward achieving set targets and service standards.Probe and identify financial needs on service calls and pitch relevant solutions in line with customer requirements (as applicable).Participate in operational or technical platform trainings as needed.Perform additional duties as assigned; provide accurate information to customers on queries and concerns.Maintain high awareness of KYC and anti-money laundering policies.Be multi-skilled to handle both social media posts and outbound calls (as applicable).Achieve KPIs and KRIs, including proper authentication, minimal rejects, and maintained turnaround times; work toward improvements.Write clearly, think quickly, and maintain focus; uphold professionalism when managing sensitive issues.Demonstrate ownership and accountability; show empathy and provide prompt resolutions.Identify potential disputes/escalations/trends and highlight to management; ensure sales pitches are not mis-sold and pursue leads/self-closure (as applicable).Adhere to customer data confidentiality policies and all applicable regulations and group policies.Support continuous improvement initiatives and provide timely feedback to management on operational changes and ideas.Report activity and insights relevant to social care, the team, SCB products, and the broader brand.Demonstrate exemplary conduct in line with the Group’s Values and Code of Conduct; take responsibility for ethics and regulatory compliance across Standard Chartered Bank.Collaborate to identify, escalate, mitigate, and resolve risk, conduct, and compliance matters.Skills and ExperienceGood communication skills.Social media management — understanding of platforms and jargon.Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).Strong interpersonal skills that encourage enthusiasm and team spirit.QualificationsMinimum qualification: diploma or graduate level.About Standard CharteredWe are 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. 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. We value differences and advocate inclusion.Together WeDo the right thing, are assertive, challenge one another, and live with integrity, putting the client at the heart of what we do.Never settle, continuously improve and innovate, keep things simple, and learn from both successes and failures.Are better together — be inclusive, see more good in others, and work collectively for the long term.What We Offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support wellbeing.Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits in some locations.Time-off including annual leave, parental/maternity leave, sabbatical (12 months), volunteering leave, and minimum global standards for annual/public holidays (30 days minimum).Flexible working options around home and office locations.Wellbeing support through digital platforms, development courses, EAP, and mental health resources.Opportunities for reskilling and upskilling through formal learning programs.An inclusive, values-driven organization that respects diversity and supports potential.#J-18808-Ljbffr