Team Leader Client Care Centre
Petaling Jaya, Malaysia
Job Description
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Job : Retail Banking
Primary Location : Asia-Malaysia-Petaling Jaya
Schedule : Full-time
Employee Status : Permanent
Posting Date : 11/Apr/2023, 1:55:29 AM
Unposting Date : Ongoing
The Role Responsibilities To be the best in class sales and service integrated call centre. Service
- To provide breakthrough one stop service in a consistent, professional manner by embracing our Brand values of being Courageous, Responsive, International, Creative and Trustworthy.
- To achieve one call resolution in most customer interaction by being empowered to waive fees and charges within assigned limits.
- To be effectively bilingual to better handle all inbound / outbound calls.
- To provide world-class customer service through telephone, e-mail and SMS.
- To ensure that follow up cases are handled in an efficient and timely manner.
- Handle escalated calls and resolve customer requests / complaints in an efficient and timely manner within Service Level Agreement.
- Supporting floor manager in absence of Customer Service Managers.
- To improve and maintain the Bank\xe2\x80\x99s No 1 position in quality services (per SQ benchmarking studies).
- To acquire new business by proactive tag-on\xe2\x80\x99s or perform sales closures on 80% of all inbound calls.
- To support all marketing related programs including performing outbound calls to cement sales opportunities on target customer segments.
- To undertake outbound calls to promote automated channels and improve acquisition and usage migration as required.
- To take inbound sales calls.
- To continually propose and implement workflow and productivity improvements.
- Deliver world class 24 hour one-stop customer service via phone:
- Handle service and sales enquiry.
- Waive fees and charges based on assigned criteria and limits.
- Strengthen customer service capabilities by following closely to required standards:
- Service recovery - turn an unhappy customer into a satisfied customer with professional and empathetic service.
- Resolution of complaint
- Highlight operational issues
- Logging of service statistics, complaints, enquiries, ad hoc customer surveys.
- By contributing to the achieve department objectives of 80% calls answered within 20 seconds and
- less than 3% calls abandoned.
- Ensure requests or investigations are completed appropriately and faxed/emailed out to other channels/departments within the same day.
- Ensure superb follow up and fulfill promises made to our customers.
- Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
- Proactively create sales opportunities, capture sales leads and generate business referrals through inbound
- servicing calls or close sales based on request by customers. 80% tag-on for all inbound calls to achieve daily objectives.
- Follow up on fulfilled application forms to ensure required documents are submitted together. Ensure accurate tracking of sales.
- Proactively save customers who expressed intention to cancel credit cards or credit line accounts.
- Encourage application of supplementary cards to induce more spending of credit card accounts.
- Outbound phone calls to follow up on product/service DM mailings.
- Ensure referrals are keyed into SPMS in a timely manner and monitor for closures.
- To keep self updated on products and workflow procedures and ensure full compliance with operational risks and control.
- Ensure fee and charges waivers to Item Processing, Credit Operations and statement requests to Account Services are batched and performed in a timely manner.
- Initiative to monitor the inbound call queue to ensure service levels are met whilst doing outbound to meet daily PBO objectives.
- To build and reinforce consistency of maintaining the highest level of customer service.
- Display exemplary conduct and live by the Group\xe2\x80\x99s 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 [SIngapore / CPBB / Retail Banking/CCC team to achieve the outcomes set out in the Bank\xe2\x80\x99s 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.
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
- Telesales
- Business Support, Tele-Web Banking
- Corporate Banking Division
- Business Financial Services
- Backend Support Units
- Generate business referrals
- All operational issues
- Business referrals made and liaising on operational issues
- Liaise with them on all investigations, requests for customers
- Embed Here for good and Group\xe2\x80\x99s brand and values in CCC; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);
- Familiarity of operating systems
- Proficient in the use of Microsoft Outlook
- Proficient in Microsoft Office
- Performing all KCRPs on the e-,mail / SMS / phone system
- Knowledge of browsers / Internet Banking
- Proficient level of Written and Verbal communication skills
- Ability to communicate effectively with customers
- Ability to listen and assess customer needs and wants
- Ability to understand and identify appropriate solutions
- Ability to compose a grammatically correct, concise and accurate paragraph / essay / letter / email.
- 30 words per minute
- Analytical and display initiatives to resolve problem
- Proactive in displaying RATER Principle
- Reliable
- Assurance
- Tangible
- Empathy
- Responsive
- Highly motivated, show evidence of good quality work and performance.
- Ability to work in a fast pace and stressful environment.
- have basic numerical skills using calculators.
- Adherence to schedule.
- Display of Brand values - CRICT.
- Ability to participate competitively in team activities.
- Receptive to coaching, suggestion and exhibits teamwork.
- Pleasant, self motivated and have self discipline.
- Willingness to learn and accept feedback and be able to handle objections.
- Good voice, clear pronunciation, good diction and able to vary tonation.
- Know how to adjust rate of speech and language to meet customer level.
- Understanding the Pricing, mechanics and the various channel of products
- Knowledgeable in the processes outlined for
- Product Specific process
- Service Recovery Handling
- Sales referrals
- Collating data and support reporting
- Operation specific process
- Risk and Compliance handling
- Empowerment matrix / anti attrition matrix
- Work codes / phones modes
- Legacy system ( HOGAN,RLS,CCMS,SCST, CBOS,CRES,SPMS,INFOHUB)
- Auto channels-PHB,CDM,ATM functions, internet banking
- Use of Call Master-understanding call centre terminology
- Addressing Customer Needs
- Anti-money Laundering Policies and Procedures
- Call Center Management
- Customer Experience Management
- Self-Service and Virtual Call Centers
About Standard Chartered We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 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
- Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
- Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
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Job Detail
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Job IdJD934593
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPetaling Jaya, Malaysia
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EducationNot mentioned