Standard Chartered Bank SCB Jobs 15 March 2016

Standard Chartered Bank SCB Jobs 15 March 2016: – Handle inbound calls from all Personal Clients (NTB, ETB) regarding sales, service or transaction requests; fulfill clients’ needs within the same interaction as much as possible
– Educate and steer client for interactions with the bank via online
– To handle a minimum call per shift as per their approved score card, depending upon the floor situation
– To increase the IVR utilization of the unit tying into all unit goals
– To ensure that all the client problems / queries are resolved in the minimum possible time frame & provide end-to-end solution for the same
– To be updated &  with all the latest products, policy information
– To ensure all relevant mandatory learning’s & trainings are completed

Key Roles and Responsibilities

– To meet all the service standards / indicators of 100% courtesy & accuracy
– To complete any post call processing necessary to resolve client queries or problems
– To achieve standards already established for call handling
– To ensure adherence to the assigned shift schedule. For shift swipe with other CCE, prior approval from respective TL / FM is required
– CCE to provide first time resolution to client & also use the empowerment grid during the call as & when required
– To ensure performance as per Scorecard & maintain proper attendance all times
– Ample knowledge of AML/CDD policy & Process as per Job role requirement
– To convert opportunity of sales to enhance and strengthen client relations to deliver revenue
– Probe & identify financial needs on service calls & pitch relevant solutions in line with Client charter
– Ensure all sales pitches are made without no mis-selling
Activities (Role in Client Journey)
1. Services (Remote)
– Fulfill all service needs with maximum first call resolution
– Co-browse with the Client in order to assist in resolving issues
– Educate and conduct initial set up for online, ATMs etc where required

2. Deep sell/service to sales (remote)
– Suggest solutions Client might potentially need using analytics triggered next-best-conversation;

3. Sale of products to NTB (remote)
– Perform a needs analysis with Clients on receiving calls

* All of the above require basic product knowledge (PL, CASA. CC, etc).
Product broadening
– Multi-product Personal Banking knowledge
– General product operations

Client engagement
– Communication skills
– Soft skills for client handling
– Internal stakeholder engagement skills
– Negotiation and objection handling
– Client training on digital solutions

Journey completion
– Ability to solve problems and close issues without handing over

– As defined in scorecard

Roles that can transition & upskilling needed

Training requirements for Upskilling
– Knowledge of relevant Retail Banking Products

Qualifications and Skills

Minimum Bachelors Degree
Good communiction Skills
Relevant Banking Experience
Relevant phone banking experience would be an egde

How To Apply:You can search and view current opportunities across our organisation and apply immediately by visiting 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 28/03/2016. 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 and 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. Apply

Standard Chartered Bank SCB Jobs 15 March 2016

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