Client Care Executive

1 month ago

Chennai Tamil Nadu, India Standard Chartered Full time

**KEY 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 (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 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

**Other Responsibilities**
- Embed Here for good and Group’s brand and values in team; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);

**Skills and Experience**
- Graduate with very good communications skills
- Past experience in a similar role is preferred
- High on influencing and negotiation Please select

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