Job Description

Role Responsibilities

To provide clients with information about Standard Chartered Bank\xe2\x80\x99s retail 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.

Responsibilities*

\xc2\xb7 Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)

\xc2\xb7 Sign up customers for value added services and digital education (if applicable)

\xc2\xb7 Tag the call type accurately as appropriate

\xc2\xb7 Give accurate information to customers on his queries / concerns

\xc2\xb7 Have high awareness levels on KYC and Anti-money laundering Policy

\xc2\xb7 Multi-skilled to handle both inbound and outbound calls (if applicable)

\xc2\xb7 Initiate and strive towards achieving set targets and service standards

\xc2\xb7 Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)

\xc2\xb7 Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management

\xc2\xb7 Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable)

\xc2\xb7 Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)

\xc2\xb7 Customer Data Confidentiality to be strictly adhered to

\xc2\xb7 Adherence to compliance with all applicable rules / regulations and group policies

\xc2\xb7 Ensure KPI\xe2\x80\x99s (Key Performance Indicator) & KRI\xe2\x80\x99s (Key Risk Indicator, eg \xe2\x80\x93 proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement

Risk Management*

\xc2\xb7 Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations.

\xc2\xb7 Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified.

\xc2\xb7 Continuous Improvement in Productivity to the standards prescribed from time to time.

\xc2\xb7 Upholding the values of the group & company at all time

\xc2\xb7 Compliance with all applicable rules / regulations and company group policies.

Governance *

\xc2\xb7 Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations.

\xc2\xb7 Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified.

\xc2\xb7 Continuous Improvement in Productivity to the standards prescribed from time to time.

\xc2\xb7 Upholding the values of the group & company at all time

\xc2\xb7 Compliance with all applicable rules / regulations and company group policies.

Regulatory & Business Conduct *

\xc2\xb7 Display exemplary conduct and live by the .

\xc2\xb7 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.

\xc2\xb7 Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *

\xc2\xb7 Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Qualifications*

Training, licenses, memberships and certifications

• 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\xe2\x80\x99s 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

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 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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