Client Care Executive - Service - MY

Job Summary

• To be a 1 stop shop to all consumer banking clients by providing accurate & timely information on product & services, relevant to their needs
• Assist clients in fulfilment of their transaction or servicing requests via the telephone
• Achieve first call resolution in all customer interactions, where possible
• Promote the use of automated channels and its benefits to clients
• Acquire new business by proactive tag on & generate new sales opportunities
• Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements
  
  

People

• Collaborate with the team members to achieve the common objective
• Display time flexibility towards shifts as per floor requirements
• Adhere to the work schedule as per assigned
  
  

Client Experience

• Provide personalised client service of the highest level
• Handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
• To introduce and educate the customer of the self-service/automated banking channels and help them use the services extensively
• Maintain prescribed quality levels and to convey right information to the customers and avoid mis-selling and complaints
• Building positive rapport with different types of clients over the phone
• Take appropriate actions to effectively control a phone call
• Apply the proper phone etiquette to satisfy various client situations
  
  

Frontline Experience

• To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
• Responsible to satisfy client and maintain good image/reputation for the organization
• Update the existing databases with changes and the status of existing / prospective clients
• Arrange for dispatch of products, information packages, brochures et al to clients
  
  

Revenue & Productivity

• Educating client about the products and service offered
• Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter.
• Ensure that S2S offer is pitched on at least 70% of eligible calls.
• Ensure all sales pitches are made without no mis-selling
• Additional point for Sales Palette markets – Use S2S palette to identify eligibility and register dispositions for analysis
• To achieve set Hot Leads production target if applicable
• Ensure continuous improvement in Productivity to the standards prescribed from time to time
• Support ongoing initiatives to enhance cross sell opportunities
  
  

Service Quality

• To achieve set targets in terms of service standards and client satisfaction scores for client inbound calls received
• To provide professional advice and alternatives/solutions to clients’ request and queries using knowledge of bank’s products and services
• To deliver world class phone-based quality service to clients across segments & markets on dedicated 24/7 hotlines
• To adhere to the mandatory compliance check on all inbound calls received & call-backs
• To be responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc client survey, if any
• Compliance Risk And Money Laundering Prevention Requirements
• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with all applicable rules / regulations and company group policies
  
  

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
  
  

Qualifications

Education

• Diploma / degree holders / its equivalent
• A sound knowledge of telephone etiquette
• Attention to detail; ability to comprehend, capture as well as interpret basic computer information
• Outstanding client service skills; highly client focussed, as demanded in a service industry
• Excellent verbal and written communication skills
• Proficiency in other language(s) will be an added advantage
• Familiarity of crm solutions
• Exceptional time management skills
• Typing proficiency of 35 wpm and fast data entry skills
• Proficient in basic ms office applications
• Basic knowledge of banking business/financial services in country
• Strong interpersonal skills
• Ability to manage difficult client situations
• High analytical skills; good problem solving skills
• Pleasant personality and positive working attitude
• Ability to meet tight deadlines
  
  

Role Specific Technical Competencies

• Communication
• Sales Exposure
  
  

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.