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BriefCase

Senior Client Care Executive - Priority Banking - Voice Job in Standard Chartered

Senior Client Care Executive - Priority Banking - Voice

Standard Chartered 4+ weeks ago
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Job Summary 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 Affluent Banking 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 Required :
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
Qualification :
Graduate with Basic computer skills
Experience Required :

1 to 2 Year

Vacancy :

2 - 4 Hires

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