Client Care Associate

Client Care Associate

Standard Chartered
Not Specified
Not Specified

Job Description

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
  • 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

  • Educating client about the products and service offered
  • 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
  • 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

  • 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
  • Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter.
  • 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 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 clients call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires

People and Talent
  • 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

Risk Management
  • 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 Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.

  • Performance & effectiveness as per Scorecard metrics
  • Improvement in the performance/quality
  • Overall contribution to weekly / monthly QA measures as agreed
  • Voice of customer

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: Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Our Ideal Candidate
  • 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

Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.

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