Client Care Executive, Business Banking-2400003389

The Role Responsibilities

To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.

• Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)
• Sign up customers for value added services and digital education (if applicable)
• Tag the call type accurately as appropriate
• Give accurate information to customers on his queries / concerns
• Have high awareness levels on KYC and Anti-money laundering Policy
• Multi-skilled to handle both inbound and outbound calls (if applicable)
• Initiate and strive towards achieving set targets and service standards
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)
• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management
• Ensure all sales pitches are made withoutmis-selling and achieve targets in term of leads / self closure (if applicable)
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)
• Customer Data Confidentiality to be strictly adhered to
• Adherence to compliance with all applicable rules / regulations and group policies
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group)are achieved and work towards the improvement
• Follow up on delinquent accounts to negotiate for timely payments (if applicable)

Our Ideal Candidate

• Graduate-Fresher

Role Specific Technical Competencies

• Assets knowledge
• Expert in loan product
• Hindi language preferred
• Graduate with very good communications skills
• Basic Excel and system skills

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

In 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