Contact Center Agent

Job Summary

• For handling inbound calls, providing end to end solutions to clients
• To ensure all client enquires, service request and complaints are handled as per defined processes.
• Expected to provide input on any
• To be updated with all contact center process and policies and bank product information.
  
  

Key Responsibilities

Supporting the client on any client-initiated needs

Delivering on transactions, service requests, mobile/online training

Fulfill all service needs with maximum first call resolution

Co-browse with the Client in order to assist in resolving issues

Ability to solve problems and close issues without handing over

Educate and steer clients for interactions with the bank via online

Educate and conduct initial set up for online, ATMs etc where required

Suggest solutions Client might potentially need using analytics triggered next-best-conversation;

Perform a needs analysis with Clients on receiving calls

To drive the bank’s digital agenda

All of the above require basic product knowledge (PL, CASA. CC, etc).

Bsiness*

To handle inbound calls from all Personal Clients (NTB, ETB) regarding sales, service or transaction requests; fulfill clients’ needs within the same interaction as much as possible

To handle a minimum call per shift as per their approved score card, depending upon the floor situation

To increase the IVR utilization of the unit tying into all unit goals

To increase the digital service utilization

To ensure all clients are diverted to mobile/online banking for all available services.

To meet all the service standards / indicators of 100% courtesy & accuracy

To complete any post call processing necessary to resolve client queries or problems

To achieve standards already established for call handling

To ensure adherence to the assigned shift schedule. For shift swipe with other CCE, prior approval from respective TL / FM is required

CCE to provide first time resolution to client & also use the empowerment grid during the call as & when required

To ensure performance as per Scorecard & maintain proper attendance all times

To convert opportunity of sales to enhance and strengthen client relations to deliver revenue

Probe & identify financial needs on service calls & pitch relevant solutions in line with Client charter

To convert opportunity of sales to enhance and strengthen client relations to deliver revenue

Processes*

Ensure all sales pitches are made without no mis-selling

Ample knowledge of AML/CDD policy & Process as per Job role requirement

People & Talent*

Knowledge of relevant Retail Banking Products

To be updated & abreast with all the latest products, policy information

Multi-product Personal Banking knowledge

General product operations

Risk Management*

Attend all required and mandatory trainings

Ensure compliance with the basic tenets of the AML, GCOC and other relevant policies of Bank & be a part of out-serve initiatives

To Ensure Data Protection & Client Data Confidentiality

To follow the clean desk policy all the time

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.