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

Key Responsibilities

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 banks 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 Groups 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.

Skills and Experience

   Communication 
   Sales Exposure

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 

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.