Standard Chartered Bank SCB Jobs Contact Centre Agent

Standard Chartered Bank SCB Jobs Contact Centre Agent

Responsible

For handling inbound calls, providing end to end solutions to clients
To ensure all client enquires, service request and complaints are handled as per defined processes.
Expected to provide input on any
To be updated with all contact center process and policies and bank product information.

Strategy*

Supporting the client on any client-initiated needs
Delivering on transactions, service requests, mobile/online training
Fulfill all service needs with maximum first call resolution
Co-browse with the Client in order to assist in resolving issues
Ability to solve problems and close issues without handing over
Educate and steer clients for interactions with the bank via online
Educate and conduct initial set up for online, ATMs etc where required
Suggest solutions Client might potentially need using analytics triggered next-best-conversation;
Perform a needs analysis with Clients on receiving calls

All of the above require basic product knowledge (PL, CASA. CC, etc).

Business*

To 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
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 increase the digital service utilization
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
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
To convert opportunity of sales to enhance and strengthen client relations to deliver revenue

Processes*

People & Talent*

Risk Management*

Attend all required and mandatory trainings
Ensure compliance with the basic tenets of the AML, GCOC and other relevant policies of Bank & be a part of out-serve initiatives
To Ensure Data Protection & Client Data Confidentiality
To follow the clean desk policy all the time

Governance*

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 & company group policies.

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 the [Pakistan / CPBB / Call Center /Inbound [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.] *
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Job: Retail Banking

Primary Location: Africa & Middle East-Pakistan-Lahore

Schedule: Full-time

Employee Status: Permanent

Unposting Date: 26/Dec/2023, 5:29:00 AM Apply