Client Centre Exec-Service

  • Competitive
  • Petaling Jaya, Malaysia Petaling Jaya MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 20 Jun 18 2018-06-20

Client Centre Exec-Service

Introduction 1
The Human Bank. W e are committed to help you further your career within Standard Chartered. To help you with your career d evelopment, you can find help and support on The Bridge . If you feel you are ready to take the next step, this role might be the next step on your career journey.

We are currently looking for

§ 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 client 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 customer 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 customers 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
Revenue & Productivity:

· Educating client about the products and service offered
· Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter.
· Ensure that S2S offer is pitched on at least 50% of eligible calls.
· 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
· 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 customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc client survey, if any

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 all applicable rules / regulations and company group policies

Introduction 2
The Human Bank. As a Global Bank we have opportunities that go beyond country borders. If you think you are ready for your next career move, and if you fit the skills and requirements of this role, a new adventure may await you.

To succeed in this role we are looking for: Enter JD here!

Introduction 3 -
The Human Bank. Read the following advert and see if it fits your skills and career aspirations. We offer great opportunities for you to progress your career within Standard Chartered.

The successful applicant will have.. Enter JD here!

Proposition 1 - A diverse culture
We are committed to releasing your full potential, allowing you to continue to make a positive contribution. This role could be the next step in your career journey.. Apply Now

Proposition 2 - A bank with a soul
Supporting our employees in every way to have the freedom to express themselves and to be the best they can be. Express your interest in this role now and step into your next challenge...

Proposition 3 - Career development
If you're a bright mind with big ambitions and ready for your next move within Standard Chartered, we'll actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. This application could be your next step...