JOB SUMMARY

A candidate who has the below qualities and able to perform the below respsonsibilites.   
•    A diploma holder in order to obtain product knowledge on the Bank’s product.  
•    Great communication skills in written and verbal English and Malay
•    Has sales or call centre experience.
•    Basic computer skills 
•    Able to work shifts where night shifts may be applicable 
•    Have license to drive and come to work at shift hours.  

RESPONSIBILITIES

Strategy
By providing friendly fast and accurate service, giving solution to financial needs and recognize client’s overall banking relationships with which pitching the right customers to generate lead for revenue

Business
Handle inbound calls from all Invdividual Clients (PsB, BB and PrB as well as NTB, ETB) regarding sales, service or transaction requests; fulfill clients’ needs within the same interaction as much as possible. Any instructions to be carried out within same day 

Processes
•    Fulfil all service needs with clients and achieving first call resolution (FCR) 
•    Manage client’s expectations accordingly and adhere to the regulatory requirements of complaints handling. 
•    Develop a client connection throughout the conversation
•    Resolve issues and to provide alternative solution where required
•    Maximize Service-To-Sales opportunities by passing interested client’s referrals to Sales Team

Risk Management
•    Adherence to laws and regulations, internal risk and compliance policies and the Group Code of Conduct 
•    Timely completion of all mandatory risk and compliance training, including e-learning by the set deadlines
•    Timely arrivals prior to shifts to ensure that  all assigned shifts are covered and abandoned rates are reduced.
•    Proactive identification and reporting of risks and concerns

Governance 
•    Adherence to the direction, plan, structure, frameworks (processes and policies) stipulated by the Bank.     

Regulatory & Business 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.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

•    Clients ( PrB , PsB and BB )
•    Branches
•    Client Experience
•    Retail Products and Digital Team 
•    Client Acquisition and Mortgage and Business Banking teams 
•    Credit Operations
•    Credit Initiation Unit
•    Credit Services Unit
•    Lending Operations team 
•    Cash Management team, In country and outsourced.  
•    Card Operations & Customer Services, Singapore
•    Authorizations and Fraud Control, Brunei and overseas

Other Responsibilities
Embed Here for good and Group’s brand and values in Brunei WRB and Client Care Centre Team. 
Perform other responsibilities assigned under Group, Country, Business and functional policies and procedures. 

Our Ideal Candidate
•    Addressing Customer Needs
•    Customer Interaction 
•    Effective Communications
•    Electronic Banking Products
•    Understanding Customer Needs
•    Addressing Customer Needs

•    The role would involve working on night shift

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 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
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers