Job Summary

This role will be responsible for calling pre-existing customers from the assigned portfolio to strengthen relationships and increase Annual Net Receivables of Credit cards. Assist clients with queries, perform needs analysis, suggest solutions.

Key Responsibilities

   Co-browse with the Client (ETB service or sales: All ETB clients / NTB sales: All NTB potential clients) to assist in resolving issues 
•    Suggest solutions Client might potentially need using analytics triggered next-best-conversation; 
•    Perform a needs analysis with Clients on calls
•    Ability to solve problems and close issues without handing over
•    Complete account opening and sale process on the spot where possible
•    If required, hand off client to Personal Acquiring Team for follow up conversation 
•    Ensure that all the relevant processes carried out by “Client Centre Executive – Sales” to adhere DOIs. 
•    Maintain proper attendance and timing all the time as per HR guideline and Attend regular morning huddles.
•    Ensure productivity level and performances are maintained as per defined target.
•    Ensure an effective communication with customer as per approved script to maintain and protect the bank reputation and sales integrity.
•    Ensure that all the relevant processes carried out by “Client Centre Executive – Sales” to adhere DOIs. 
•    Maintain proper attendance and timing all the time as per HR guideline and Attend regular morning huddles.
•    Ensure productivity level and performances are maintained as per defined target.
•    Ensure an effective communication with customer as per approved script to maintain and protect the bank reputation and sales integrity.
•    Ensure that daily call reports (minimum 35 calls per day) are properly prepared and submitted timely on available tools. 
•    To ensure performance as per Scorecard
•    Ensure data protection, customer confidentiality no sales miss commitment takes place at all time.
•    always Ensure adherence to Specified audit checklists and Zero tolerance confirmation . 
•    Always 'Live the Values' by treating customers fairly and maintaining call quality and discipline.
•    Meet the business objectives initiated by the respective country RC business
•    Deepen customer relationship and maximize penetration
•    Maintain proper hygiene and ensure 'clean desk policy'.
•    Mark all leaves at people soft.
•    Treat customer and colleague with respect and fairly.
•    All e-learning and survey must be done before deadline.
•    Systems to shut down before leaving.
•    Customer calling timings as per defined guideline.
•    Cell phones not allowed in working areas.
•    Ensure data protection, customer confidentiality no sales miss commitment takes place at all time.
•    Ensure all sales pitches are made without no mis-selling
•    always Ensure adherence to Specified audit checklists and Zero tolerance confirmation. 
•    Ample knowledge of AML/CDD policy & Process as per Job role requirement
•    Knowledge of relevant Retail Banking Products
•    To be updated & abreast with all the latest products, policy information 
•    Multi-product Personal Banking knowledge
•    General product operations
•    Attend all required and mandatory trainings
•    Ensure compliance with the basic tenets of the AML, GCOC and other relevant policies of Bank & be a part of out-serve initiatives
•    To Ensure Data Protection & Client Data Confidentiality
•    To follow the clean desk policy all the time
•    always Ensure adherence to Specified audit checklists and Zero tolerance confirmation. 

Skills and Experience

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Qualifications

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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.