Client Centre Executive

**JOB SUMMARY**
- Handling customer concerns and complaints in a timely manner and keeping clients informed of upcoming promotions or deals. Establishing a positive rapport with all clients via phone.

**RESPONSIBILITIES**

**Strategy**
- To ensure the Client Care Centre provides quality service to its customers, cross sell Retail Banking products and support Retail Banking business.

**Business**
- To maintain a high level of professionalism which projects the banks image as the provider of the best financial services.
- Support new product launches/campaigns and promoting of lead generations to Consumer Banking.
- To cross sell Credit Cards / Personal Loans and other WRB applicable products over the phone.
- Enhance service levels and daily operations of the unit handling in supporting the processing of the increasing volume of inbound (and outbound) calls offering professional and specialised service.
- Attain S2S targets (NSR / Volumes etc.) as laid out in the scorecard.
- Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
- Ensure all sales pitches are made without mis-selling.
- Be creative and have exposure to product development and operational systems.
- Ensure proper controls are adhered in expediting transactions.
- Through example, behavior and action comply and advance the Company's 5 values.
- To minimise downtimes of ATM’s by having custodians and Branch Managers informed in a timely manner.
- To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Client Care Centre
- To comply with all applicable money laundering prevention procedures per group and the local regulator and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
- To comply with all relevant policies and procedures covering regulatory, local and group requirements.
- To ensure operational processes are documented and implemented to minimize risk and loss.
- To gain in-depth knowledge of all areas relating to the department by understudying and on the job training
- Cultivate team spirit.
- To comply with the bank’s compliance policies and internal/external regulatory requirements.
- Ensure complete controls are adhered to in expediting transactions.
- Ensure complete accuracy in Client Care Centre functions.
- To provide assistance in general filing and administration of the unit
- Ensure customer complaints are handled efficiently and thoroughly and logged on LMS.
- To attend all training sessions as and when nominated.
- Ensure all AML/Customer Due Diligence policies and procedures per group and the local regulator are adhered to in opening, reviewing and monitoring accounts. Ensure zero tolerance method for this aspect, within the team/unit. Report any breaches or suspicious person/relationship to the Responsible Person.
- Ensure to enhance usage of Phone banking to achieve growth.
- Ensure phone lines are picked on-line for Client Care Centre during the day shift and in two rings for the night shift.

**People & Talent**
- Good awareness of banks IT system, limits of delivery systems and operations.
- Knowledge and understanding of Retail Banking products, procedures and credit policies.
- Training methodology and practice.
- Good interpersonal skills.
- Drive the Bank to achieve a higher level of service consciousness and ultimate excellence.

**Risk Management**
- To comply with all relevant policies and procedures covering regulatory, local and group requirements.
- To comply with the bank’s compliance policies and internal/external regulatory requirements.

**Governance**
- Ensure compliance with the laws of the land and exercise local banking regulations.

**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.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**
- Retail management team

**Qualification**
- Completion of Advanced Level examination.
- Good communication skills.
- Willing to work as a team.
- Target driven and self-motivated individuals.
- Experience in the relevant field will be an added advantage

**Role Specific Technical Competencies**
- Sound time management and communication skills
- Thorough knowledge of banking operations
- Good understanding of product, policies, Group guidelines and Central Bank Regulations
- Ability to handle pressure, conflicting priorities and constant change.
- Good behaviour with