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Jobs In Standard Chartered Bank – Teleservice

*This position is responsible to ensure that set standards of courtesy, accuracy and Call handling skills are met, To ensure that accurate information is passed on to customer at the first time,
*To process all transactions in TAT.
*To ensure strict compliance with Group, Central Bank rules & regulations.
*To ensure adherence to Service Level Agreements and Key Control Standards

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Key Roles & Responsibilities

KEY RESPONSIBILITIES
-To handle a minimum of 16 calls/hour, depending upon the floor situation
-To increase the IVR utilization of the unit tying into all unit goals
-To ensure that all the customer problem queries are resolved in the minimum possible time frame & provide end-to-end follow-up for the same
-To ensure that he/she is updated & abreast with all the latest products, policy information
-To ensure all relevant mandatory learning’s & trainings are completed
-Meets all the service standards and indicators of 100% courtesy and 100% accuracy
-To convert opportunity of sales to enhance and strengthen customer relations to deliver revenue as per country Sales to Service Agenda
-To complete any post call processing necessary to resolve customer queries or problems
-Achieve established standards for call handling
-To ensure achievement of all KPIs assigned as a part of job objective in line with Country strategic agenda
-To ensure adherence to the shift schedule as assigned
-Agents to provide first time resolution to customers and also use the empowerment grid during the call as and when required

ADHERENCE TO CONTROLS
-To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
-Ensure 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
-Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timeliness 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.

ADHERENCE TO OPERATIONAL RISK MANAGEMENT ASSUARANCE & COMPLIANCE
-Ensuring that all the information and transactions are handled with due diligence and care.
-Judgement is required in interpreting and applying appropriate State Bank rules and regulations and SCB’s Group Policy. The incumbent has to maintain current working knowledge of State Bank rules and regulations as changes are introduced in quick succession. Misinterpretation of Central Bank’s rules and regulations could have far-reaching impact on Bank’s reputation and revenue.
-Attend all required and mandatory trainings.

Qualifications & Skills

Minimum Bachelors Qualification.

How To Apply

You can search and view current opportunities across our organisation and apply immediately by visiting www.standardchartered.com and selecting Careers. To help speed up your application, please note the following:

– You will need to log in (or register if you are visiting our careers site for the first time) before you can apply for a specific role

– Some roles may require you to undertake an online talent assessment in addition to completing the application form (to facilitate this process it is preferable that you provide us with an email address as part of your contact information)
– We will ask you about your education, career history and skills and experience, it may be helpful to have this information at hand when completing your application

It usually takes 15 – 20 minutes to complete the application form; you can save your application at any time and return to complete it at your convenience.

Closing Dates

The closing date for applications is 03/12/2014. Please note all closing dates are given in Hong Kong time (GMT + 8 hours). We aim to respond to successful applicants within four weeks and will keep a record or your application in our database so that we can contact you when suitable vacancies arise in future.

Diversity & Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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