Job Summary

• Responsible – Offer full channel and full skill customer service applicable in Client Care Center for Retail Banking customers (Including Credit Card customers)
  为个人客户(含信用卡客户)、中小企业客户提供客服中心适用的全渠道，全技能的客户服务

• Accountable – Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers
  遵循银行的管理手册，操作手册和相关产品的既定政策,接受并操作客户下达的指示

• Consulted – Seize cross selling and referral opportunities to introduce products and services to existing and potential customers
  抓住交叉销售和转介业务的机会，向现有和潜在客户介绍产品和服务

• Informed – 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。

Key Responsibilities

Strategy

Awareness and understanding of the Group’s business strategy and model appropriate to the role.

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

•Offer full channel and full skill customer service applicable in Client Care Center for Retail Banking customers (Including Credit Card customers)

为个人客户(含信用卡客户)、中小企业客户提供客服中心适用的全渠道，全技能的客户服务

•Answer WM products post-sale inquiries, including inquiries transferred from colleagues with no WM license

解答理财产品售后咨询，接听来自无理财产品权限同事转接的客户咨询

•Serve clients’ inquiry with fluent English, maintain client relationship and deliver extraordinary service to ensure clients’ needs are fulfilled.

流利的用英文回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求

•Answer customer inquiries, maintain relationships with customers and provide excellent customer service to ensure customer needs are met

回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求

•Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers

遵循银行的管理手册，操作手册和相关产品的既定政策,接受并操作客户下达的指示

•Understand the financial needs of customers, and provide appropriate products according to customer needs

了解客户的金融需求，并根据客户需求提供合适的产品

•Seize cross selling and referral opportunities to introduce products and services to existing and potential customers

抓住交叉销售和转介业务的机会，向现有和潜在客户介绍产品和服务

•Actively cooperate and support marketing activities to achieve sales performance targets

积极配合和支持市场推广活动,完成销售业绩指标

•Solve customer complaints or dissatisfaction, understand customer feedback to continuously improve service quality

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

•Meet the customer service center service standards and offline rate requirements

达到客户服务中心的服务标准和掉线率要求

•Actively listen to and participate in regular meetings and training to acquire product knowledge and service skills

积极聆听和参与定期的会议和培训,获得有关产品的知识和服务的技巧

•Help colleagues solve more complex and difficult cases

帮助同事解决较为复杂和疑难的案件

•Give practical guidance to new colleagues and coach them for good work

给于新同事实操指导并辅导同事上线

•Summarize business points according to business changes and share with colleagues

根据业务变化总结业务要点并分享给同事

People & Talent

•          Not Applicable 不适用

Risk Management

•To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. ( for Managers or Officers)

确保概述于呼叫中心手册或DOI中的控制程序被充份得当地使用和确保员工遵从以上守则。

（适用于经理或高级职员）

•To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre.  (for all levels of staff)

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）

•To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff)

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。

（适用于经理或高级职员）

•To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)

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。（适用于所有级别职员）

Regulatory & 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.
• [Fill in for  regulated roles]
• Lead the [country / business unit / function/XXX [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• [Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation].

[Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries]

• Serve as a Director of the Board of [insert name of entities]
• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

• Fully understand the importance of Consumer Rights Protection, prevent damage to consumer’s best interest, implement regulatory requirements related to Consumer Rights Protection.

Key stakeholders

• CPBB/HR/Legal/Compliance/CFCC/CCIB

Other Responsibilities

Embed Here for good and Group’s brand and values in CCC CN VB; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

•Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies

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；

•Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities

根据上本地问责法律法规的发展，以有效地确保并强化内控；

•Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank 

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；

•Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

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；

•Cooperate with any investigations or reviews on regulatory failure such as accountability review

配合任何关于违反监管规定的调查或审查，例如，问责审查。

•Other then above roles, job holder should follow other job duties and responsibilities assigned by line manager from time to time.

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。

•Please note that the job description above will be reviewed during the Job Objective setting every year, which may be amended and agreed where necessary by the employee and the line manager. 

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。

Qualifications

• Bachelor graduate or above
• CCC Day 1 Readiness Training
• Languages: Mandarin; English

Skills and Experience

• Addressing Customer Needs
• Anti-money Laundering Policies and Procedures
• Bank Account Features and Services
• Effective Communications
• Electronic Banking Products
• Regulatory Environment - Financial Services

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.