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Channel HelpDesk Specialist

Channel HelpDesk Specialist

Standard CharteredKuala Lumpur, Kuala Lumpur, Malaysia
27 days ago
Job description

Join to apply for the Channel HelpDesk Specialist role at Standard Chartered .

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Job Summary

Identifies, investigates, and resolves client issues with S2B and H2H. Handles support calls, chat, email, and other communication from users regarding S2B login, payment issues, report generation, and similar concerns.

Key Responsibilities

Strategy

  • Provide highest standards of client service in coordinating client migration to Universal Adapter Remediation, guiding and performing testing, and going live in production. Deliver excellence in responding to client inquiries and complaints to build lasting relationships.

Business

  • Leverage the VoC process to understand client needs and identify opportunities for improvements in service, product solutions, utilization, and channel optimization.

    • Processes

  • Coordinate with client, testing, and production teams for Universal Adapter Remediation and production testing, ensuring end‑to‑end test coordination and completion.
  • Understand and apply the bank standard format, including structure, data elements, and message formats.
  • Map requirements to bank standard format, gathering and analyzing business requirements for payment systems and processes.
  • Guide clients through field‑by‑field end‑to‑end file flows until payment processing is completed.
  • Analyze existing payment workflows and identify improvement areas using bank standard format standards.
  • Develop functional specifications for bank standard format changes, documenting new message structures and data elements.
  • Integrate bank standard format changes into payment platforms and systems with technical teams.
  • Collaborate with stakeholders, including product managers and technical teams, to ensure alignment on bank standard format changes.
  • Validate payment systems through compliance and testing of bank standard format changes.
  • Stay updated on latest developments, changes, and regulatory requirements related to bank standard format.

    • Risk Management

  • Ensure client identification processes are embedded and reconciliation controls are executed accurately and timely.

    • Governance

  • Comply with money‑laundering prevention procedures and report suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.

    • Regulatory & Business Conduct

  • Display exemplary conduct and adhere to the group’s values and code of conduct.
  • Implement highest standards of ethics, ensuring compliance with all applicable laws and regulations.
  • Identify, mitigate, and resolve risk, conduct, and compliance matters collaboratively.

    • Key Stakeholders

    Internal

  • Head of Client Services Group
  • Client Service Account Managers
  • Relationship Managers and Client Managers
  • Senior Managers and Managers from related departments
  • Client Services Managers
  • PSS / Production Engineering team

    • External

  • All CCIB clients
  • Key personnel of companies
  • Other banks

    • Other Responsibilities

  • Strong understanding of payment file mapping and its application in the financial industry.
  • Experience with payment messaging and understanding MT to MX transition impacts.
  • Proficiency in business process analysis and functional specification development.
  • Excellent communication and collaboration skills.
  • Strong analytical and problem‑solving skills.
  • Project management skills.
  • Ability to analyze complex data, identify potential issues, and propose solutions.
  • Experience in the financial services industry, particularly with payment systems, is highly desirable.
  • Preferable Client Service role experience coordinating with end clients.
  • Respond promptly to all S2B technical enquiries via inbound calls, email, or live chat, meeting TAT and same‑day resolution targets.
  • Assist customers with product setup through step‑by‑step guidance and technical resolution.
  • Follow up to ensure reported technical difficulties are resolved.
  • Troubleshoot, analyze, and report channel (S2B) errors, failures, or malfunctions to Technology and coordinate fixes.
  • Analyze client feedback and advise management on improvement areas.
  • Collaborate with technology teams to solve complex issues and ensure resolution.
  • Provide detailed product and service information to customers.
  • Conduct client training on online channel and features as needed.
  • Prepare performance‑related reports required by the bank on a daily, weekly, and monthly basis.
  • Project transaction volume to ensure sufficient capacity exists for efficient service delivery.
  • Train staff to acquire necessary skills and knowledge to handle enquiries independently.
  • Maintain adherence to the Client Service Group (CSG) metrics guide and service level & metrics.
  • Assist the team responsible for implementing change to achieve market leadership in customer service.
  • Deliver first‑class service while minimizing risk.
  • Meet and exceed service standards with line manager support.
  • Minimize repeat contact, complaints, and enhance value‑added contact.
  • Ensure appropriate internal controls and procedures are documented, monitored, and updated as needed.
  • Maintain adherence to escalation and compliance requirements.

    • Ensure the team logs all enquiries in the Global Enquiry Management System, tracking until closure, and adhering to the SLA set.

    Skills And Experience

  • A bachelor’s degree in information technology or a similar field.
  • Minimum 3‑5 years of experience in a client service role or similar.
  • Working knowledge of remote service tools and help desk applications.
  • Strong understanding of the payment standard format and its application.
  • Experience with MT to MX transition payment messaging.
  • Proficiency in business process analysis and functional specification development.
  • Project management skills.
  • Experience in financial services, particularly with payment systems, highly desirable.
  • Computer literate with ability to learn customer service software applications.
  • Prior technical support experience a plus.
  • Effective interpersonal and communication skills.
  • Good questioning, analytical, and problem‑solving skills.
  • Ability to recognize basic customer behavior styles and adapt accordingly.
  • Ability to identify and manage transactional and operational risks.
  • Ability to work under pressure.
  • Intermediate knowledge of products / processes.
  • Product / process knowledge in institutional / corporate banking systems would be a plus.
  • Scripting skills such as Python and Excel VBA would be a great plus.

    • Sound client service banking operations experience with Online banking / channels Knowledge

  • A genuine liking for people.
  • Enjoy working for and serving others.
  • Loves to solve problems.
  • Passion for technologies.
  • Comfortable interacting with strangers.
  • A good listener.
  • Clear communication with diverse audiences.
  • Positive disposition and emotional control.
  • Compassion and empathy towards people.
  • High self‑esteem and confidence.
  • Track record of competence.
  • Proactive rather than reactive.
  • Sense of belonging to a group or place.
  • General trust in others.
  • Strong social needs.
  • Lead by example and partnership.

    • Complexity / Judgment

  • Provide professional advice on client service products and services.
  • Analyze client perspectives in various situations, determining outcomes for agreement opportunities.
  • Apply questioning skills for in‑depth analysis of situations, problems, and priorities, determining optimal strategies.

    • Freedom of Decision Making

  • Deliver differentiated services suited to clients through structured analytical processes.
  • Financial and non‑financial compensation for service recovery.

    • Role Specific Technical Competencies

  • Customer Service Management.
  • Knowledge of Customers.
  • Service Excellence.
  • Channel Knowledge.

    • About Standard Chartered

    We’re an international bank with 170+ years of history, driven by purpose and impact. We value diversity, inclusion, and the chance to grow and thrive together. You can count on us to celebrate your unique talents and we can’t wait to see what you bring.

    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.
  • Work together to build for the long term and be better together, inclusive, and seeing more good in others.

    • 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 in some locations.
  • Time‑off including annual leave, parental / maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), plus minimum global standards for annual and public holidays totaling 30 days minimum.
  • Flexible working options based around home and office locations.
  • Wellbeing support through Unmind, digital wellbeing platform, resilience development courses, Employee Assistance Programme, and mental health first‑aiders.
  • Continuous learning culture with opportunities to reskill and upskill via virtual and physical learning.
  • Inclusive environment that celebrates diversity across teams and geographies.

    • Referrals increase your chances of interviewing at Standard Chartered by 2x.

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