Job Description
To be a one stop shop to all consumer banking customers by providing accurate & timely information on product & services, relevant to their needs
1) Assist customers in fulfilment of their transaction or servicing requests via the telephone
2) Achieve first call resolution in all customer interactions, where possible
3) Promote the use of automated channels and its benefits to customers
4) Acquire new business by proactive tag on & generate new sales opportunities
5) Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements
Key Roles & Responsibilities
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
Customer Experience:
Provide personalised customer 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 customers over the phone
Take appropriate actions to effectively control a phone call
Apply the proper phone etiquette to satisfy various customer situations
Frontline Experience:
To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
Responsible to satisfy customer and maintain good image/reputation for the organization
Update the existing databases with changes and the status of existing / prospective customers
Resolve customer queries and ensure that the customers expectations are met
Arrange for dispatch of products, information packages, brochures et al to clients
Revenue & Productivity:
Educating customer about the products and service offered
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 customer satisfaction scores for customer inbound calls received
To provide professional advice and alternatives/solutions to customers request and queries using knowledge of banks products and services
To deliver world class phone-based quality service to customers 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 customer 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
KEY RELATIONSHIPS
FOR
Internal:
Coaching & Performance Development Unit
Team Manager
For Coaching & Training to meet productivity benchmark
Process Improvement Initiatives.
Audit Compliance
KEY MEASURABLES
Performance & effectiveness as per Scorecard metrics
Improvement in the performance/quality
Overall contribution to weekly / monthly QA measures as agreed
Voice of customer
Qualifications & Skills
Diploma / Degree Holders OR equivalent certificate from country. University Degree Preferred
Three years of call centre experience, Prior Servicing of Singapore Customers Preferred
Consistent work history with minimal job hopping on CV. Long Durations of Tenure at prior organizations Preferred.
Ability to read, speak, and write/spell in English in Proficient Manner, Ability to speak Mandarin Preferred
A sound knowledge of telephone etiquette and customer service. Experience handling escalated callers Preferred.
Attention to detail; ability to comprehend, capture as well as interpret customer inquiries via the phone and/or email
Outstanding customer service skills; Highly customer focussed, with a desire to resolve each customers issue
PC Skills in Windows Environment
Proficient in basic MS Office applications (Outlook, Word, Excel)
Typing proficiency of 35 wpm and accurate data entry skills
Basic knowledge of banking business/financial services (Deposit, Credit Card, Loans)
Strong interpersonal skills
Ability to manage difficult customer situations
High analytical skills; Good problem solving skills
Pleasant personality and positive working attitude
Ability to work a changing schedule, as dictated by customer needs
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
