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Job Summary
Responsible for managing inbound and outbound customer interactions, addressing inquiries, resolving issues, and providing accurate information about our products and services to deliver quality service to clients.
Key Responsibilities
- Handle inbound and outbound calls and other client contacts professionally.
- Resolve customer enquiries, problems, and complaints efficiently.
- Provide accurate information on products and services and identify cross-selling opportunities.
- Record client interactions and feedback in the system for service improvement.
- Meet defined service quality, productivity and performance targets.
- Adhere to all internal policies, procedures, and regulatory requirements, including AML and conduct standards.
Skills and Experience
Experience in a contact centre or customer service environment preferred. Strong communication and problem-solving skills. Customer-oriented mindset with attention to detail. Ability to work in a fast-paced, target-driven environment. Commitment to high ethical standards and compliance.
About Standard Chartered
We'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 offer
- 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.
- 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.
Job Skills
Job Skills Key Skills Perseverance Relevant Skills Geography Regulatory Requirements Continuous Training Customer Service Service Improvement Planning Elearning Service Quality Ethics Service Orientation Client-facing Self Motivation Communication Skills Mental Health Knowledge of Finance Organisational Policies Problem Solving Call Centers Innovation Attention to Detail Assertiveness