Client Care Executive - Multi Skill PSB

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

The Role Responsibilities

To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.

Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)

Sign up customers for value added services and digital education (if applicable)

Tag the call type accurately as appropriate

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)

Strategy

Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group's business strategy and model appropriate to the role

Business

Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People & Talent

Reference all responsibilities related to people and talent matters, for example:

Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.

Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

Employ, engage and retain high quality people, with succession planning for critical roles.

Responsibility to review team structure/capacity plans.

Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management

Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group's financial information, identify key issues based on this information and put in place appropriate controls and measures

Governance

Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group's arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Our Ideal Candidate

Graduate

Fresher or with 1-2 years of experience in service / Sales / Collection (as per the job role)

Excellent communication skills in written and verbal English

Basic computer skills

Strong service / Sales / Collection orientation (as per the job role)

Strong knowledge of bank's products & services and willingness to learn new products

Manage conflicts and solve problems

Patient, Non-Confrontational, Resilient

Positive, polite, cheerful and courteous

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

Sales skills

Communication skills

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 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

Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

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, parental/maternity (20 weeks), sabbatical (12 weeks 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.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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Full time