JOB SUMMARY

• To respond to client’s iqnuries and service requests on product offered by Retail Clients
• To provide quality service with SLA to clients during inbound services. 
• Resolve or escalate where appropriate, client complaints received through inbound calls.
• To participate in all necessary professional product/service training as from time to time required maintaining updated knowledge of the operations and thereby facilitating effective cross sell of all SCB products.

RESPONSIBILITIES

Strategy

• To achieve set targets in terms of service standards and FCR target for client inbound calls received
• To provide professional advice and alternatives/solutions to clients’ request and queries using knowledge of card / bank’s products and services

Business

• Retain clients based on preset CSP criteria.
• Understand and capture client feedback and escalate for improvement opportunities
• To adhere to the mandatory compliance check on all inbound calls received & call returns
• To educate the client of the IVR service, Remote Channel service and migrate them use the services extensively.
• To be responsible for prompt followup on complaint cases and operational issues.

Processes

• Service to Sales
• Probe & identify financial needs on service calls and pitch relevant solutions in line with client charter. 
• Ensure all sales pitches are made without misselling
• To adhere to the shift schedule and discipline as required, achieve scorecard target to qualify incentive in varied evaluation items:
• Quality Standards:
• To achieve the required standards for quality and completeness of work, accuracy, and meet Group standard in call monitoring

Client Service Standards:

• To achieve the required service standards for response to client needs

Service to Sales

• Meet NSR target and follow S2S instruction and management direction

Compliance

• To achieve the required compliance with rules on process and disclosure, and with codes of conduct

COMPLIANCE RISK AND MONEY LAUNDERING PREVENTION REQUIREMENTS 

• Ensure continuous improvement in Productivity to the standards prescribed from time to time.
• Uphold the values of the group & company at all times
• Follow the requirements as of role of CCCO at client data protection in all time. 

Governance

• Ensure in fulfilment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with.

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders
Internal

• Related Parties

External

• Customers
• Nature of Purpose
• To reflect customers’ opinions for providing quality customer service.
• To clarify / raise issues occurred or seek instant assistance for resolving Customer’s problem

Qualification

• Good communication & interpersonal skill 
• Strong sense in service quality and customer service 
• Typing skill in Chinese & English  
• Fluent in Mandarin, Taiwanese  
• Strong knowledge of banking/card’s products  
• Willing to work on shifts and able to work under pressure  
• Trust License is better 
• Experience in Customer Service or Call Centre is required

Role Specific Technical Competencies

• Building strong customer relationships and delivering customercentric solutions
• Building partnerships and working collaboratively with others to meet shared objectives
• Knowledge of the principles and practices for addressing customer needs; ability to meet customer needs by offering appropriate products in an appropriate manner
• Knowledge of the principles and techniques of communicating with a customer; ability to utilise practices, tools, and techniques for customer interaction.
• Building strong customer relationships and delivering customercentric solutions

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.