Executive, Client Care Centre Service Executive, Client Care Centre Service …

Standard Chartered Bank Malaysia Berhad
in Petaling Jaya, Malaysia
Permanent, Full time
Be the first to apply
Standard Chartered Bank Malaysia Berhad
in Petaling Jaya, Malaysia
Permanent, Full time
Be the first to apply
Executive, Client Care Centre 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 personalized 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 mis - 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, enquire
  • Compliance Risk And Money Laundering Prevention Requirements
  • To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
  • Ensure fulfillment 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 timelines 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.