Job Description

Role Responsibilities

Job Purpose

• To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB policies.

Key Responsibilities

• Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community.
• Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.
• Moderate all user-generated content on social media in line with the moderation policy for each community.
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution.
• Ability to write, think and work quickly without losing focus.
• Follow-up on open tickets to drive timely closure.
• Maintain the highest level of professionalism while managing sensitive issues.
• Demonstrate personal ownership and accountability.
• Show empathy while providing thoughtful and prompt resolutions.
• Sign up customers for value added services and digital education (as applicable).
• Tag the social media posts & calls accurately as per internal guidelines & policies.
• Give accurate information to customers on his/her queries & concerns.
• Have high awareness levels on KYC and anti-money laundering policy.
• Multi-skilled to handle both social media posts and outbound calls (as applicable).
• 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.
• Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self-closure (if applicable).
• Adhere to customer data confidentiality policy.
• Adhere to all applicable rules / regulations and group policies.
• Ensure KPI's (Key Performance Indicator) & KRI's (Key Risk Indicator, e.g., - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.
• Support the identification, development and implementation of continuous improvement ideas.
• Provides timely feedback to management concerning operational changes/ideas and recommends solutions to customer service failures.
• Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall brand.
• Participation in operational or technical platform trainings, as needed.
• Additional duties as assigned.

Our Ideal Candidate

• Minimum qualification should be graduation.
• Strong writing communication.
• Knowledge of Excel and comfortable with systems.
• Good knowledge of the selected market and customer segments would be an advantage.
• Strong interpersonal skills m which encourages and promotes enthusiasm and team spirit.

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 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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