Exec, Client Care Ctr Service

Job ID: 31691

Location: Bangalore, IN

Area of interest: Customer Services

Job type: Regular Employee

Work style: Office Working

Opening date: 16 Jun 2025

**Job Summary**
- 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.**Key Responsibilities**
- **People & Talent**
Reference all responsibilities related to people and talent matters, for example:

- **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.**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/XXX [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.
- [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].

[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]
- Serve as a Director of the Board of [insert name of entities]
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent

**Other Responsibilities**
Embed Here for good and Group’s brand and values in XXXX [country / business unit / team]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]**Skills and Experience**
- Customer handling experience

**Qualifications**
- Graduate
- Fresher or with 1-2 years of experience in service / Sales / Collection (as per the job r