Client Care Exec, Business Banking

3 weeks ago

Bengaluru Karnataka, India Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-India-Bangalore

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 15/Apr/2024, 12:04:18 AM

**Unposting Date**: Ongoing

**Role Responsibilities**

To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.

RESPONSIBILITIES*
- Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)
- Sign up customers for value added services and digital education (if applicable)
- Tag the call type accurately as appropriate
- Give accurate information to customers on his queries / concerns
- Have high awareness levels on KYC and Anti-money laundering Policy
- Multi-skilled to handle both inbound and outbound calls (if 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)
- Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)
- Customer Data Confidentiality to be strictly adhered to
- Adherence to compliance with all applicable rules / regulations and group policies
- 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
- Follow up on delinquent accounts to negotiate for timely payments (if applicable)

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

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 (e.g. 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*
- 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 / function/[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.

Key stakeholders*
- List all responsibilities associated with the management of stakeholders e.g. regulators, other bank teams

QUALIFICATIONS*

TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS
- Graduate-Fresher
- Assets knowledge

**About Standard Chartered**

We're an international bank, nimble enough to act, big enough for impact. For more than

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