Exec, Client Care Ctr Service

RESPONSIBILITIES Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)Sign up customers for value added services and digital education (if applicable)Tag the call type accurately as appropriateGive accurate information to customers on his queries / concernsHave high awareness levels on KYC and Anti-money laundering PolicyMulti-skilled to handle both inbound and outbound calls (if applicable)Initiate and strive towards achieving set targets and service standardsProbe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the managementEnsure all sales pitches are made withoutmis-selling and achieve targets in term of leads / self closure (if applicable)Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)Customer Data Confidentiality to be strictly adhered toAdherence to compliance with all applicable rules / regulations and group policiesEnsure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group)are achieved and work towards the improvementFollow up on delinquent accounts to negotiate for timely payments (if applicable) Strategy Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role Business Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates Processes Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process. People & Talent Reference all responsibilities related to people and talent matters, for example: Risk Management Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures Governance Responsibilities relating to the direction, planning, structure, frameworks ( processes and policies) and oversight. For example, Responsible for assessing the effectiveness of the Group’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 Group operates, and the regulatory requirements and expectations relevant to the role. 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 resolve risk, conduct and compliance matters. QUALIFICATIONSTRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS GraduateFresher or with 1-2 years of experience in service / Sales / Collection (as per the job role)Excellent communication skills in written and verbal EnglishBasic computer skillsStrong service / Sales / Collection orientation (as per the job role)Strong knowledge of bank’s products & services and willingness to learn new productsManage conflicts and solve problemsPatient, Non-Confrontational, ResilientPositive, polite, cheerful and courteousFlexible to stretch and work across different calendar days and time zones in a week/monthAge limit (please specify) if applicable. Our Ideal Candidate Customer handling experience