Sr Client Care Exec, Retention

1 month ago

bangalore, India Standard Chartered Bank Full time

RESPONSIBILITIES

Call Mortgage/PL/Cards/SME customers who have written/called to the Bank for Closure with an aim to retain.
Identify customer issues & provide a resolution.
Explain retention offers & negotiate with the least possible reversal.
Record findings and highlight. Accurate and complete data capture.
Adhere to Cancellation & Reversal Budgets.
Adhere to TAT for closure & Reversals.
Controls and checks to be followed at all times.
Ensure Data Security and Customer Confidentiality maintained at all times.
X-sell products basis business needs and opportunity identified.
Learn established process and ensure strict compliance at all times.
Manage save rates as per standards

KNOWLEDGE/SKILLS/EXPERIENCE

Graduate with very good communications skills
Past experience in a similar role is preferred
High on influencing and negotiation
Strong analytical and communication skills
Excel and system skills.

Strategy

Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People & Talent 

Reference all responsibilities related to people and talent matters, for example: 
Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
Employ, engage and retain high quality people, with succession planning for critical roles.
Responsibility to review team structure/capacity plans.
Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives


Risk Management

Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the (Process) risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for (Liquidity) risk. 


Governance

Responsibilities relating to the direction, planning, structure, frameworks ( processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas; Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.

Regulatory & Business Conduct

This is mandatory standard wording. Tailor wording in brackets, but do not remove. 
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.
Lead the (country / business unit / (team) 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.) * 
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
Strong service / Sales / Collection orientation (as per the job role)
Strong knowledge of bank’s 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
Age limit (please specify) if applicable.

Our Ideal Candidate 

Assets Knowledge Mandatory  Graduate with very good communications skills Hindi Language speaking MandatoryPast experience in a similar role is preferred High on influencing and negotiation Please select target proficiency level Excel and system skills  Basic Excel and system skills

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