Client Centre Exec-Service

  • Competitive
  • Petaling Jaya, Malaysia
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 19 Apr 19

Client Centre Exec-Service

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

  • To be a 1 stop shop to all consumer/retail clients by providing accurate & timely information on product & services, relevant to their needs
    • Assist clients in fulfilment of their transaction or servicing requests via the telephone
    • Achieve first call resolution in all client interactions, where possible
    • Promote the use of automated channels and its benefits to clients
  • Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements
  • Collaborate with the team members to achieve the common objective
  • Display time flexibility towards shifts as per floor requirements
  • Adhere to the work schedule as per assigned
Client Experience:
  • Provide personalised service of the highest level
  • Handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
  • To introduce and educate the client of the self-service/automated banking channels and help them use the services extensively
  • Maintain prescribed quality levels and to convey right information to the clients and avoid mis-selling and complaints
  • Building positive rapport with different types of clients over the phone
  • Take appropriate actions to effectively control a phone call
  • Apply the proper phone etiquette to satisfy various client situations
Frontline Experience:
  • To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
  • Responsible to satisfy client
  • and maintain good image/reputation for the organization
  • Update the existing databases with changes and the status of existing / prospective clients
  • Arrange for dispatch of products, information packages, brochures et al to clients
  • Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter.
  • Ensure all sales pitches are made without no miss - selling
  • Additional point for Sales Palette markets -Use S2S palette to identify eligibility and register dispositions for analysis
Revenue & Productivity:
  • Educating client about the products and service offered
  • To achieve set Hot Leads production target if applicable
  • Ensure continuous improvement in Productivity to the standards prescribed from time to time
  • Support ongoing initiatives to enhance cross sell opportunities
Service Quality:
  • To achieve set targets in terms of service standards and client satisfaction scores for client inbound calls received
  • To provide professional advice and alternatives/solutions to clients' request and queries using knowledge of bank's products and services
  • To deliver world class phone-based quality service to clients across segments & markets on dedicated 24/7 hotlines
  • To adhere to the mandatory compliance check on all inbound calls received & call-backs
  • To be responsible for 100% of the follow up activities arising from clients call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires
Compliance Risk and Money Laundering Prevention Requirements:
  • To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
  • Ensure fulfilment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
  • Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timeliness and accuracy standards specified
  • Uphold the values of the group & company at all times
  • Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.

Apply now to join the Bank for those with big career ambitions.