Client care executive- UAE

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Summary

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 without

mis-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)

Handle customer calls / issues quickly and effectively and end to end resolution (if applicable)

Key Responsibilities

Strategy

Awareness and understanding of the Group's business strategy and model appropriate to the role

Business

Awareness and understanding of the client care centre inbound role and the impact of

economic and market environment in which the Group operates

Processes

Responsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls.

People & Talent

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

Risk Management

The ability to interpret the Call drivers, identify key issues based on this information and put in place appropriate controls and measures

Governance

Responsible for assessing the effectiveness and deliver effective governance, oversight,

• if necessary, oversee changes in these areas;

Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role

Regulatory & Business Conduct

Display exemplary conduct and live by the Group's Values and Code of Conduct.

Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

Client Experience teams

Qualifications

Graduate

Basic computer skills

Minimum 1-5 years of experience in service / Sales / Collection (as per the job role)

Should have thorough product / process knowledge

Skills and Experience

Manage conflicts and solve problems

Good listening skills

Leadership, Analytical and Interpersonal skills

Strong communication skills including good grammar and articulation

Enthusiastic, empathetic, yet firm when needed

Patient, Non-Confrontational, Resilient

Manage conflicts and solve problems

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.