Job Summary
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.
Key Responsibilities
- Ensure a high level of customer service and manage difficult customer situations
- Ensure resolution of all issues received from customers via any touchpoint and channels and ensure to take ownership for end to end resolution
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Ensure transactions are processed with a high level of accuracy and commitment within the standard turnaround time in order to satisfy customer needs
- Adhere to process to ensure best customer satisfaction survey ratings, net promoter score, or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
- Ensure adherence to laid down processes, and facilitate first-time resolution
- Minimize rejections and customer complaints
- Multi-skilled to handle both inbound and outbound calls (if applicable).
- Customer Data Confidentiality to be strictly adhered to.
- 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.
- 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
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: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.]
Key stakeholders
- Country and Business stakeholders
Skills And Experience
- 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
Qualifications
- Education - Graduate
- Graduate with Basic computer skills
- Min 6 months or 1-2 years of experience in service / Sales / Collection (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
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.
