Job Summary

通过录音电话向我行潜在新客户提供业务咨询，了解客户的金融需求并进行交叉销售，主动邀约客户开立渣打银行账户并配置金融产品；向我行现有客户进行交叉销售，吸引新资金及配置新产品，主动挖掘客户潜在的金融理财需求，完成销售和服务目标。

RESPONSIBILITIES
向客户提供优质的电话银行服务，按要求完成每天日常工作任务，并达到电话销售和服务的工作指标。
Strategy
•    Awareness and understanding of the Group’s business strategy and model appropriate to the role.
充分了解和认知集团的业务战略和定位模式。

Business
•    Awareness and understanding of the wider business, economic and market environment in which the Group operates.
充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

Processes

•    维护客户关系、向现有和潜在客户提供卓越的服务体验及客户咨询服务，积极挽留客户；
•    通过拨打外线电话积极支持产品和服务推广活动，完成销售和服务目标；
•    充分了解客户的情况及金融需求，并根据客户需求提供合适的产品；
•    抓住交叉销售的机会，向现有和潜在客户介绍产品和服务；
•    解决客户的投诉或不满，了解客户反馈以持续改善服务质量；
•    参加产品部门的培训，并时刻更新自己的产品/活动信息确保传递给客户正确信息；
•    通过参加定期的简报会议和培训获得有关产品的知识和服务的技巧；
•    通过理财产品考试并且参加后续教育,取得销售各个产品的资格证书；
•    通过证券投资基金从业资格两个科目考试并获得相关资格证书。

Risk Management

•    遵守你在呼叫中心工作职责的相关程序及控制的要求以及部门的员工行为守则；
•    遵守与你在呼叫中心工作职责的相关程序及控制的要求。（适用于所有级别职员）
•    遵守所有适用的反洗黑钱程序，尤其是向反洗黑钱专责职员和直属上司报告任何可疑活动；
•    遵守所有相关的政策和程序，包括所有监管规条，本地及集团的要求；
•    不得进行违规交易和误导销售，所有交易操作必须遵守部门及银行工作程序；

Governance
•    负责实施各项反洗钱的需求并且确保符合反洗钱的合规要求。
•    遵循银行的管理手册，操作手册和所有部门相关产品的既定政策。
•    学习并了解一切相关条例以及内部风险与合规的政策与程序
•    保持对金融行业相关动向的敏感。

Regulatory & Business Conduct
•    展示模范行为，并按照集团的价值观和行为准则执行。 
•    承担个人责任，嵌入渣打银行的最高道德标准，包括监管和商业行为。包括理解和确保在文字和精神上
遵守所有适用的法律、法规、准则和集团行为准则。
•    有效且配合地识别、报送、避免和解决风险、行为规范和合规问题。
•    带领 (N/A) 实现行为原则中所要求的结果：【公平对待客户；有效的金融市场行为；合规的处理金融犯罪；正确的环境】。
Serve as a Director of the Board of [N/A]
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) 
•    充分了解消费者权益保护的重要性，防止损害消费者的最佳利益，实施与消费者权益保护相关的监管要求。

Key stakeholders
CPBB/HR/Legal/Compliance/CFCC/CCIB

Other Responsibilities
Embed Here for good and Group’s brand and values in CCC CN Telesales. Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]
1.    理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求。
2.    跟上本地问责法律法规的发展，以有效地确保并强化内控。 
3.    审慎勤勉地履行岗位职责，以个人或团队成员的身份，为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力。
4.    对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任。
5.    配合任何关于违反监管规定的调查或审查，例如，问责审查。

员工需遵循由其直属经理所指派的除上述工作职责外的任何工作内容和任务。
请注意以上工作范围和职责描述将于每年订立年度工作目标时进行回顾，并由直属经理和员工于必要时进行修订和达成一致。

除本[规范/流程/指引]上述规定的事件，因员工在履行职务、完成岗位职责和/或岗位目标 的过程中，导致银行遭受或可能遭受任何法律制裁、监管处罚、重大财务损失或声誉负 面影响等后果或其他风险的其他任何事件，均构成银行问责审查适用范围以及问责事项。

Skills and Experience

• Bank Account Features and Services 
• Electronic Banking Products 
• Addressing Customer Needs 
• Customer Experience Management 
• Customer Support Policies, Standards and Procedures 
• Regulatory Environment Financial Services 
• Anti Money Laundering Policies & procedures 
• Account Management 
• Sales Proposals and Presentations 
• Cross-Selling 
• Customer Retention 
• Lending processes and Standards 
• Self-Service and Virtual Call Centres 

Qualifications

1.    大专或以上学历；
2.    从事金融工作1年以上，具备良好的诚信记录及职业操守;
3.    熟悉理财业务活动及理财产品销售相关的法律法规;
4.    具有职位所要求的专业资格/证书，包括但不限于保险销售从业人员资格证书、国内证券投资基金从业资格证书。
5.    主动并具有积极的工作态度, 善于处理人际关系及良好的沟通技能， 能够承受压力 &勇于接受挑战
6.    熟练操作电脑及办公应用软件，良好的英文读写能力, CET-4或CET-6合格优先

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.