Client Care Executive

Standard Chartered Bank

JOB SUMMARY

To be a One-Stop Shop to client connecting through client’s preferred channels i.e. Click-to-Chat, Phone, by providing accurate and timely information on product and services, relevant to their needs.
To deliver high quality services to clients

RESPONSIBILITIES

Strategy

To be a One-Stop Shop to client connecting through client’s preferred channels i.e. Click-to-Chat, Phone, by providing accurate and timely information on product and services, relevant to their needs.
To deliver high quality services to clients

Business

To ensure professional, efficient and quality service to Clients
To accept and execute Client instructions
To ensure efficient problem and complaint resolution
To cross-sell additional Bank products and services
To capture Client feedback for future improvement
To capture the nature of Client contacts
To meet productivity standard
To acquire product knowledge and service skill through staff briefing and coaching from Team Manager

Processes

Risk Management

To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre. (for all levels of staff)
To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff);
To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies
Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank
Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

Governance

Awareness and understanding of the Group’s business strategy and model appropriate to the role

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.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Follow the rules and regulation of Local Regulator.
Understand, acknowledge, and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies.
Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
Cooperate with any investigations or reviews on regulatory failure such as accountability review.
Properly perform the duties on management and ensure the effectiveness of internal control.
Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership.
Be responsible for significant losses due to failure of effectiveness of internal control.

Key Stakeholders

Qualification

Role Specific Technical Competencies

更多工作資料

薪酬	薪金面議
工種	銀行 ‧ 金融服務 - 顧客服務 · 關係管理銀行 ‧ 金融服務 - 零售銀行服務銀行 ‧ 金融服務 - 一般 · 其他
僱用形式	全職
教育程度	學士