Client Care Executive

2 months ago

Chennai Tamil Nadu, India Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-India-Chennai

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 11/Mar/2024, 12:55:01 AM

**Unposting Date**: Ongoing

**The 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.
- 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, 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

**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.
- 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’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

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