Client Centre Executive

5 days ago

Petaling Jaya, Malaysia Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-Malaysia-Petaling Jaya

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 03/Apr/2024, 10:18:16 PM

**Unposting Date**: Ongoing

**Role Responsibilities**

This is an individual contributor role with responsibility to contact and engage clients as per assigned client list. This is a pure sales role and the jobholder will be expected to drive sales conversion to have successful closures. The role will involve engagement with both Existing to Bank and New to Bank clients to drive deepening and acquisition. The role is expected to drive and ensure sales targets are met by establishing contacts and promoting product benefits thereby cross selling or up selling products

***RESPONSIBILITIES**
- Achieve monthly targets through acquisition of new / existing customers, upselling and/or cross selling of Credit Card, Personal Loan, Balance Transfer etc through outbound calls.
- Ensure prompt and timely call backs are made to clients as committed
- Develop a deep understanding of various products offered and process as relevant.

**Strategy**
- Support deepening and acquisition within personal client segment
- Handle assigned Client list / base and focus on establishing higher contacts to maximize penetration
- Proactively engage with clients to uncover business needs and promote cross sell or up-sell for both ETB clients
- Ensure prompt and timely call backs are made to clients as committed
- Optimise the usage of Diallers and Lead management system to drive greater performance
- Support fulfilment of online leads where applicable. Eg. online form drops offs
- Support S2S teams by improving conversion rate on referrals as applicable
- Drive adoption of digital offerings through promotion during telesales conversations
- Develop a deep understanding of various products offered and process as relevant

**Business**
- Achieve sales target as applicable
- Achieve all parameters sets as a part of job objective like Conversion rate, New sales revenue, etc
- Optimise campaign wise conversion rate, maximise agent occupancy and conversion rate on referrals from online and other channels
- Adhere to daily working schedule
- Meet applicable non-financial metrics as per scorecard. E.g. Sales error rate, Sales call quality score

***Processes**
- Actively share feedback on the sales process /functionalities of Sales dialler to help improve program performance
- Collect Client information as needed to serve client and close sales
- Ensure all relevant dispositions and notes are updated in system
- Closure and wrap up done as per set standards
- Own end to end sales process to ensure that client requests are fulfilled. The job holder would be expected to use available and relevant tools or other medium like call backs to drive up conversion rate on calls handled

**People & Talent**
- Ready to undertake a target-driven job
- Fluency in English & Bahasa Melayu
- Possess strong communication & listening skills
- Possess strong emotional intelligence
- Third language proficiency will be an added advantage
- Strong persuasive and negotiation skills
- Customer-oriented and has good customer service skills

**Risk Management**
- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the firm. Also, an awareness and understanding of the main risks facing the firm and the role the individual plays in managing them
- The ability to interpret the firm’s financial information, identify key issues based on this information and put in place appropriate controls and measures
- Ensure a full understanding of the risk and control environment in area of responsibility

***Governance**
- Responsible for assessing the effectiveness of the firm’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 firm operates, and the regulatory requirements and expectations relevant to the role
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner

**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/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 reso

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