As a Client Centre Executive at our Petaling Jaya office, you will serve as a vital link between the bank and its valued clients. Your role will involve providing exceptional customer service, managing client inquiries efficiently, and ensuring a seamless banking experience. You will leverage your strong communication skills and customer focus to understand client needs and deliver comprehensive banking solutions. This is an individual contributor role with a focus on voice and virtual telesales tasks.

Key Responsibilities:

Strategy:

• Support deepening and acquisition within the personal client segment.
• Handle assigned client list/base and focus on establishing higher contacts to maximize penetration.
• Proactively engage with clients to uncover business needs and promote cross-sell or up-sell opportunities for both existing-to-bank (ETB) clients.
• Ensure prompt and timely callbacks are made to clients as committed.
• Optimize the usage of dialers and lead management systems to drive greater performance.
• Support fulfillment of online leads where applicable, e.g., online form drop-offs.
• Support Service to Sales teams by improving conversion rates on referrals as applicable.
• Drive adoption of digital offerings through promotion during telesales conversations.
• Apply skills learned via training programs to drive needs-based conversations.
• Develop a deep understanding of various products offered and relevant processes.

Business:

• Achieve sales targets as applicable.
• Meet all parameters set as part of job objectives, such as conversion rate, new sales revenue, etc.
• Optimize campaign-wise conversion rate, maximize agent occupancy, and conversion rate on referrals from online and other channels.
• Adhere to daily working schedule.
• Meet applicable non-sales metrics as per scorecard, e.g., sales error rate, sales call quality score.

Qualifications:

• At least 1-2 years of experience in sales or service is preferred. Prior experience in telesales in BPO, banking, or any industry is advantageous.
• Minimum of a diploma or equivalent, further education or certifications in finance/banking would be beneficial.
• Fluency in English is required, proficiency in additional languages relevant to the Malaysian market is a plus.

Skills and Experience:

• Effective communication skills
• Upselling and cross-selling skills
• Telesales experience

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.