Client Care Executive - Multi Skill PSB-2400004650

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)

Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role 

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates 

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process. 

People & Talent

Reference all responsibilities related to people and talent matters, for example:

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.
• Responsibility to review team structure/capacity plans.
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.