Job title: Exec, Client Care Ctr Service
Company: Standard Chartered
Job description: Job Summary
- Any bachelor’s degree/Diploma from a recognized university.
- 1+ years’ experience with some knowledge in banking / fraud risk management/ credit initiations/ operations/Call Centre.
- Well verse with data analytical skills, with proven track records in driving data analytics initiatives.
- Relevant certifications such on Anti-Money Laundering is bonus.
- Strong communication skills, both written and oral. Bilingual or multilingual is highly preferred but not required.
- Demonstrate ability to think/ act outside the box and eagerness to learn at a fairly face pace environment.
- Fast learner with the ability to think out of the box and provide solutions.
- Strong inter – personal skills and confident communicator.
- Self-motivated and ability to prioritize and self-manage.
- Ability to positively engage and build rapport with clients.
- Has a clear understanding of the client needs been serviced.
- Able to take ownership of issues / tasks and drive to completion.
- Excellent communication skills and the ability to negotiate & demonstrate empathy.
- Good interpersonal skills.
Key ResponsibilitiesProvide personalised client service of the highest level.
- Handle special telephone tasks like call transfers, taking messages, call backs.
- To introduce and educate the customer of the self-service/automated banking channels and help them use the services extensively.
- Maintain prescribed quality levels and to convey right information to the customers and avoid complaints.
- Building positive rapport with different types of clients over the phone
- Take appropriate actions to effectively control a phone call.
- Being able to work independently and taking ownership of issues.
- Deliver professional and excellent client experience by providing accurate, relevant and timely information on our products and services.
- ensuring that they are dealt with in a fair and timely manner.
- Apply the proper phone etiquette to satisfy various client situations
Processes
To attend the prescribed training sessions and improve the product knowledge and phone skills consistently.
- Responsible to satisfy client and maintain good image/reputation for the organization
- Update the existing databases with changes and the status of existing / prospective clients
- Work closely with the Head of Contact Centre, Complaint Handling Management and Analytics on the end-to-end fraud processes work seamlessly, efficiently, and effectively.
- Identify opportunities and contribute suggestions for process improvement during the review of findings.
People & Talent
- Collaborate with the team members to achieve the common objective.
- Display time flexibility towards shifts as per floor requirements
- Adhere to the work schedule as per assigned
- Independent daily productivity towards meeting set targets and ensure consistency in quality of work
Risk Management
- 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 policie
Governance
- Ensure oversight across compliance with the highest standards of regulatory and business conduct and compliance practices as defined by internal and external requirements. This includes compliance with local banking laws, other applicable laws and anti-money laundering regulations and guidelines.
- Support in assessing the effectiveness of the governance, oversight and controls in the business and, if necessary, oversee changes in these areas.
- Embed the Group’s values and code of conduct in the country fraud risk management team to ensure that adherence with the highest standards of ethics, and compliance with relevant policies, processes and regulations among employee’s forms part of the culture.
Skills and Experience
- Good Communication
- Exposure in Customer Service
- Critical Thinking
- Customer Focus / Empathy
QualificationsDiploma / Degree Holders / its equivalentAbout Standard CharteredWe’re an international bank, nimble enough to act, big enough for impact. For more than 170 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
- Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offerIn line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
- Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
- Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along 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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Expected salary:
Location: Bukit Jalil, Kuala Lumpur
Job date: Tue, 15 Jul 2025 07:53:43 GMT
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