Verified Job
Customer Support / TeleCaller
Senior Client Care Executive
Customer Support / TeleCaller
#351337
Remote / WFH
Job Description
Job purpose:
• To provide clients with information about standard chartered bank's premium banking products.
• Also handle client calls / issues while providing consistent delivery of client delight relating to queries/ requests / financial needs / problem resolution keeping focus on scb policies.
Key responsibilities:
Sales
• Interacting and understanding clients profile and their needs.
• Focus on the analysis and satisfaction of clients financial needs and objectives.
• To capitalize on cross-sell opportunities
• To meet revenue targets by promoting consumer banking products through a proactive, professional and compliant sales approach and increase the pe of assigned portfolio.
Service quality
• To achieve set targets in terms of service standards and clients satisfaction scores for all calls and ensure quality standards.
Compliance risk and money laundering prevention requirements
• Ensure the business meets its obligations on the prevention of money laundering under the group policy and standards and under local laws and regulations.
• Processing and decision making as per departmental operating instructions manual and within the time lines and accuracy standards specified.
• Continuous improvement in productivity to the standards prescribed from time to time.
• Upholding the values of the group & company at all time
• Compliance with all applicable rules / regulations and company group policies.
Contributes to
• Delivering world-class clients servicing embracing the bank's brand values and outserve by deliver a consistent service excellence experience to clients
• Establish effective relationships with clients
• Give clients a positive impression of themselves and the standard chartered bank
• Promote additional products to clients
• Collect and process additional valuable clients information and business intelligence.
Judgement / complexity
• Provide professional advice and alternatives/solutions to clients request and queries using
• Knowledge of bank's products and services.
• Be flexible and sensitive to meeting clients needs
• Initiate and drive to achieve set targets and service standards.
• Have strong selling and inter-personal skills to handle clients and to sell bank products
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.
• To provide clients with information about standard chartered bank's premium banking products.
• Also handle client calls / issues while providing consistent delivery of client delight relating to queries/ requests / financial needs / problem resolution keeping focus on scb policies.
Key responsibilities:
Sales
• Interacting and understanding clients profile and their needs.
• Focus on the analysis and satisfaction of clients financial needs and objectives.
• To capitalize on cross-sell opportunities
• To meet revenue targets by promoting consumer banking products through a proactive, professional and compliant sales approach and increase the pe of assigned portfolio.
Service quality
• To achieve set targets in terms of service standards and clients satisfaction scores for all calls and ensure quality standards.
Compliance risk and money laundering prevention requirements
• Ensure the business meets its obligations on the prevention of money laundering under the group policy and standards and under local laws and regulations.
• Processing and decision making as per departmental operating instructions manual and within the time lines and accuracy standards specified.
• Continuous improvement in productivity to the standards prescribed from time to time.
• Upholding the values of the group & company at all time
• Compliance with all applicable rules / regulations and company group policies.
Contributes to
• Delivering world-class clients servicing embracing the bank's brand values and outserve by deliver a consistent service excellence experience to clients
• Establish effective relationships with clients
• Give clients a positive impression of themselves and the standard chartered bank
• Promote additional products to clients
• Collect and process additional valuable clients information and business intelligence.
Judgement / complexity
• Provide professional advice and alternatives/solutions to clients request and queries using
• Knowledge of bank's products and services.
• Be flexible and sensitive to meeting clients needs
• Initiate and drive to achieve set targets and service standards.
• Have strong selling and inter-personal skills to handle clients and to sell bank products
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.
