Executive, Voice & Virtual - Email Channel (UAE nationals)

Job Summary

Voice & Virtual Executive – 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

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.