Job Purpose
- To handle Priority Banking segment customer queries via Voice/Chat/ email, while providing Top of the line customer experience with consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution, keeping focus on SCB Policies.
Responsibilities
- Handle customer chats queries quickly and effectively and end to end resolution (if applicable).
- Sign up customers for value added services and digital education (if applicable).
- Tag the chat type accurately as appropriate.
- Should be flexible enough in toggling between calls & chats as per business requirements.
- Give accurate information to customers on his queries / concerns.
- Have high awareness levels on KYC and Anti-money laundering Policy.
- Multi-skilled to handle both inbound and outbound calls (if applicable).
- Initiate and strive towards achieving set targets and service standards.
- Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
- Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management.
- Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable).
- Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable).
- Customer Data Confidentiality to be strictly adhered to.
- Adherence to compliance with all applicable rules / regulations and group policies.
- Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.
- Follow up on delinquent accounts to negotiate for timely payments (if applicable).
- Display exemplary conduct and live by the Group's Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Strategy
- Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable).
Business
- Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.
Processes
People & Talent
- Monitor performance against standards
Risk Management
- Ensure compliance with internal and external guidelines and ensure zero to minimal comments to zero in audits and other inspections
Governance
- Monitor performance against standards
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group's Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead to achieve the outcomes set out in the Bank's Conduct Principles
Key Stakeholders
- Country and Business stakeholders
Qualification
- Graduate with Basic computer skills
- Graduate with Basic computer skills
- Min 6 months or 1-2 years of experience in CCC Operations / Service / Sales / CHAT/etc (as per the job role).
- Min 85% scores in Quality in last 6 months if applicant is from existing call taking experience within unit
- Should have thorough product / process knowledge
- Uncompromising approach to customer service and problem resolution
- Analytical and Interpersonal skills
- Strong communication skills including good grammar and articulation
- Positive, polite, cheerful and courteous
- Enthusiastic, empathetic to customers
- Patient, Non-Confrontational, Resilient
- Ability to work under pressure and multitask
- Manage conflicts and solve problems
- Good listening skills
- Flexible to stretch and work across different calendar days and time zones in a week/month
- Age limit (please specify) if applicable
Role Specific Technical Competencies
- Should have thorough product / process knowledge
- Uncompromising approach to customer service and problem resolution
- Min 85% scores in Quality in last 6 months if applicant is from existing call taking experience within unit
- Strong analytical and communication skills
- Enthusiastic, empathetic to customers
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. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. 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. You can count on us to celebrate your unique talents and we can't 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, you'll 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.
