Key Responsibilities

Strategy

Manage residential mortgage repricing requests to support customer retention and minimise attrition within WRB Singapore.

  •    Drive retention and profitability across the existing housing loan portfolio.
    •    Manage housing loan repricing requests, including negotiations on pricing and packages.
    •    Evaluate and assess mortgage loan TDSR (Total Debt Servicing Ratio )  
    •    Prepare and submit mortgage loan conversion requests for credit approval.
    •    Collaborate with product managers to optimise repricing packages and portfolio profitability.
    •    Execute proactive retention initiatives led by the mortgage product team.
    •    Work independently with a proactive and self-driven approach.

Business

People
•    Collaborate effectively with team members to achieve shared objectives.
•    Adhere to the assigned work schedule.

Customer Experience
•    Deliver professional and courteous service in every customer interaction.
•    Build positive rapport with customers from diverse backgrounds over the phone.
•    Apply appropriate telephone etiquette to enhance the customer experience.
•    Provide customers with the information required to make informed decisions.

Revenue and Productivity
•    Educate customers on the products and services offered.
•    Identify call trends and promptly escalate relevant observations to the line manager.
•    Continuously improve productivity in line with prescribed standards and expectations.

Processes

Service Quality
•    Apply effective time management, problem-solving and negotiation skills.
•    Respond promptly to customer enquiries and requests, minimise wait times, and provide accurate product and service information.
•    Provide professional advice and suitable solutions based on customers’ needs and the Bank’s products and services.
•    Deliver high-quality telephone service to customers across segments and markets.
•    Complete all follow-up actions arising from customer calls, including resolving complaints, escalating operational issues, recording service statistics and enquiries, and conducting ad hoc surveys where required.

People and Talent
Frontline Experience
•    Attend required training and continuously enhance product knowledge and telephone skills.
•    Deliver positive customer outcomes and uphold the Bank’s reputation.
•    Take ownership of customer issues and information requests, resolve them promptly, and provide timely updates.
•    Maintain accurate and up-to-date records for existing and prospective customers.
•    Arrange the timely delivery of products, information packs, brochures, and other materials to customers.
•    Follow the established escalation matrix.

Governance
•    To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control 
•    Ensure fulfillment of role that obligations to prevent 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 timeline 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

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

Our Ideal Candidate

•  Education - Diploma or above

•  1 + year experince in financial sector

•  Communication Skills

•  Customer Handing Skills

Role Specific Technical Competencies

•    Interpersonal Skill
•    MS office 
•    Written communication skill 
•    Good problem-solving skill

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