• Client Centre Executive Service Jobs in Malaysia

  • Standard Chartered Bank Ltd
  • Malaysia

Job Description:

Client Centre Executive Service - ( 1900022969 )

Job Retail Banking

Primary Location ASEAN & South Asia-Malaysia-Petaling Jaya

Schedule Full-time

Employee Status Permanent

About Standard Chartered

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East

To us, good performance is about much more than turning a profit Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good

Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation This in turn helps us to provide better support to our broad client base

Job Purpose

To be a 1 stop shop to all consumer banking clients by providing accurate & timely information on product & services, relevant to their needs

Assist clients in fulfilment of their transaction or servicing requests via the telephone
Achieve first call resolution in all customer interactions, where possible
Promote the use of automated channels and its benefits to clients
Acquire new business by proactive tag on & generate new sales opportunities
Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements

The Role Responsibilities


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

Client Experience

Provide personalised client service of the highest level
Handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
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 mis-selling and complaints
Building positive rapport with different types of clients over the phone
Take appropriate actions to effectively control a phone call
Apply the proper phone etiquette to satisfy various client situations

Frontline Experience

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
Arrange for dispatch of products, information packages, brochures et al to clients

Revenue & Productivity

Educating client about the products and service offered
Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter
Ensure that S2S offer is pitched on at least 70 PERCENT of eligible calls
Ensure all sales pitches are made without no mis-selling
Additional point for Sales Palette markets Use S2S palette to identify eligibility and register dispositions for analysis
To achieve set Hot Leads production target if applicable
Ensure continuous improvement in Productivity to the standards prescribed from time to time
Support ongoing initiatives to enhance cross sell opportunities

Service Quality

To achieve set targets in terms of service standards and client satisfaction scores for client inbound calls received
To provide professional advice and alternatives/solutions to clients request and queries using knowledge of banks products and services
To deliver world class phone-based quality service to clients across segments & markets on dedicated 24/7 hotlines
To adhere to the mandatory compliance check on all inbound calls received & call-backs
To be responsible for 100 PERCENT of the follow up activities arising from customers call resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc client survey, if any

Compliance Risk And Money Laundering Prevention Requirements

To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
Ensure fulfillment 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 timelines and accuracy standards specified
Uphold the values of the group & company at all times
Ensure compliance with all applicable rules / regulations and company group policies

Our Ideal Candidate

Diploma / Degree Holders / its equivalent
A sound knowledge of telephone etiquette
Attention to detail; ability to comprehend, capture as well as interpret basic computer information
Outstanding client service skills; Highly client focussed, as demanded in a service industry
Excellent verbal and written communication skills
Proficiency in other language(s) will be an added advantage
Familiarity of CRM solutions
Exceptional time management skills
Typing proficiency of 35 wpm and fast data entry skills
Proficient in basic MS Office applications
Basic knowledge of banking business/financial services in Country
Strong interpersonal skills
Ability to manage difficult client situations
High analytical skills; Good problem solving skills
Pleasant personality and positive working attitude
Ability to meet tight deadlines

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 08th Apr 2020

Key Skills:

Company Profile:

Standard Chartered Bank Ltd



Company Turnover
10000 10000+ Crores

Company Size
10001 10001+ Employees

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