Executive Voice And Virtual - Email Channel UAE Nationals

Job Summary

We’re looking for a Voice & Virtual Executive – Email Channel to manage customer queries and service requests through our registered email channel. In this role, you’ll respond to customers with clarity and care, handle non‑financial service requests, collaborate with internal teams to resolve issues, and ensure strong risk awareness and data confidentiality.

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

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we cant wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion.

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.

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