This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Summary
- To effectively handle customer enquiries, product application, requests, investment and Insurance instructions, CDD queries and complaints through phone channel, RM's and through email channel for UAE Priority clients at Client Care Centre GBS while providing consistent customer delight.
Responsibilities
Strategy
- Manage Priority client's day to day banking requests /queries/ financial needs through inbound/outbound calls, emails, and RM requests in a timely, friendly, and professional manner.
- Zero errors & no exceptions are crucial for all requests raised by CSM.
- Ensure accurate and consistent follow up / tracking of requests with customers/internal stakeholders and closure within turnaround time (if applicable).
- Provide end-to-end resolution (as applicable), to create positive connections with our customers and internal stakeholders.
- Initiate and strive towards achieving set targets and service standards
Business
- Handling Product Applications related to call and CSM activities
- Handling Investment & Insurance Instructions effectively
- Day to Day Banking Service Queries & Complaint Handling
- Action and contribute to remediation of CDD Trigger reviews
- Process Wealth management verbal orders
- CIP renewal
- Prep and share MIS reports to stakeholders
- Additional duties as assigned
Key Responsibilities
Processes
- Give accurate information to customers on his/her queries & concerns.
- Adhere to set processes, identify gaps, and initiate process improvements.
- Have high awareness levels on KYC and anti-money laundering policy.
- Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as defined for the process) are achieved and work towards improvement.
People & Talent
- Ability to multitask and work quickly without losing focus.
- Demonstrate personal ownership and accountability.
- Show empathy while providing thoughtful, prompt and end to end resolutions.
- Maintain the highest level of professionalism while managing sensitive issues
Risk Management
- Ensure process adherence and audit preparedness
- Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management
- Adhere to customer data confidentiality policy over call and email requests
- Adhere to all applicable rules / regulations and group policies
Governance
- Support the identification, development and implementation of continuous improvement ideas
- Provide timely feedback to management and the team concerning operational changes/ideas and recommend solutions
- Report on activities and findings, concisely summarizing important trends and insights that are relevant to the team, SCB products and the overall brand
Skills And Experience
Compliance & Unit Controls
- No password sharing
- Adherence to Email policy.
- Awareness of and adherence to compliance/money laundering guidelines
- No adverse rating in audits
- Ensure complete customer data confidentiality.
Knowledge/Skills/Experience
- Minimum qualification should be graduation
- Strong written and oral communication
- Knowledge of Excel and comfortable with systems
- Good knowledge of UAE market and customer segments would be an advantage
- Strong inter personal skills which encourages and promotes enthusiasm and team spirit
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.
- Lead to achieve the outcomes set out in the Bank's Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Qualification
- 12+ months in the current role, currently should be in grade 8B /9A
- Contact Centre experience is preferred.
- Person applying should be flexible to stretch and work across different calendars of India /AME/WA/Group.
- Flexible to work in shifts and Sat / Sunday.
Role Specific Technical Competencies
- Client Service Experience
- Communication Skill
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.
