Client Care Executive

**Key Responsibilities**- To be a 1 stop shop to all consumer banking 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 customer interactions, where possible-
- Promote the use of automated channels and its benefits to clients-
- Acquire new business by proactive tag on & generate new sales opportunities-
- Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements**People**- 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- **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 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**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-
- Diploma / Degree Holders / its equivalent-
- A sound knowledge of telephone etiquette-
- Attention to detail; ability to comprehend, capture as well as interpret basic computer information-
- Outstanding client service skills; Highly client focussed, as demanded in a service industry-
- Excellent verbal and written communication skills-
- Proficiency in other language(s) will be an added advantage-
- Familiarity of CRM solutions-
- Exceptional time management skills-
- Typing proficiency of 35 wpm and fast data entry skillsBasic knowledge of banking business/financial services in Country-
- Strong interpersonal skills-
- Ability to manage difficult client situations-
- High analytical skills; Good problem solving skills-
- Pleasant personality and positive working attitude-
- Ability to meet tight deadlines**Role Specific Technical Competencies**- Communication-
- Sales Exposure**About Standard Chartered**
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We questio