Standard Chartered Bank Job - 29820624 | CareerArc
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Company: Standard Chartered Bank
Location: Bukit Jalil, Malaysia
Career Level: Executive
Industries: Banking, Insurance, Financial Services


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.
Job Purpose

Managing outbound/Inbound or Video Banking enquiries from all Premium segment clients. The scope comprises of sales, service or transactions requests; fulfil client's needs within the same interaction as much as possible.

Maximise Service to Sales opportunities. Direct closure for simple needs or pass leads to Client Relationship Team for Wealth related propositions.

Educate and steer client for interactions with the bank Mobile/Web and machine channels.

Activities (role in client journey)

Service (remote)
  • Fulfil all service needs with maximum first call resolution
  • Co-browse with client in order to assist in resolving issues
  • Educate and conduct initial set up for Mobile/Web, ATM's, Client Centre and Branch
Deep self/service to sales (remote)
  • Suggest solutions client might potentially need using analytics triggered next-best-conversation; involve Wealth specialist if necessary
  • If conversation requires follow-up, notify Priority Banking Team/ Wealth Specialist for follow-up
Sale of Product
  • Perform a needs analysis with clients on call, Video banking, chats requests
  • Complete account opening and sales process on the spot where possible, and involve Wealth specialist or Priority Acquiring/Deepening Team
  • Hand-Off client to Priority Banking Team for on boarding/upgrade and ongoing proactive engagement
The Role Responsibilities

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 all sales referrals are made without no mis-selling
  • 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

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 timeline 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

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
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 Business Banking 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
  • Collaborate with the relevant stake holders to achieve the common objective
  • Display time flexibility towards shifts as per floor requirements
  • Adhere to the work schedule as per assigned
  • Completion of Group e-Learning on a timely manner
Our Ideal Candidate
  • 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 skills
  • Proficient in basic MS Office applications
  • Basic 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
Apply now to join the Bank for those with big career ambitions.

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