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Client Care Associate

4 months ago

Kuala Lumpur, Malaysia Standard Chartered Full time

**Job**: Retail Banking

**Primary Location**: Asia-Malaysia-Bukit Jalil KL

**Schedule**: Full-time

**Employee Status**: Permanent

**Posting Date**: 23/Feb/2024, 2:31:33 AM

**Unposting Date**: Ongoing

**RESPONSIBILITIES**

**Strategy**
- 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

**Business**
- 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 70% 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

**Processes**
- 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 enter text.

**People & Talent**
- 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

**Risk Management**
- 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

**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 to achieve the outcomes set out in the Bank’s Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Other Responsibilities**
- Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)
- Any Graduate or SPM would be Minimum education qualification

**Role Specific Technical Competencies**
- Good Communication
- Exposure in Customer Service

**About Standard Chartered**

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

- **Do the right thing** and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
- **Never settle,** continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
- **Be better together,** we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

**In line with our Fair Pay Charter,** we offer a competit