Contact Centre Agent

Responsible

§ 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.

Strategy*

§ 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

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

Business*

§ 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 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

Governance*

§ To keep updated on product / workflow procedures & ensure full compliance with operational risks/ control

§ Ensure fulfilment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with

§ Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timeliness and accuracy standards specified

§ Uphold the values of the group & company at all times

§ Ensure compliance with all applicable rules / regulations & company group policies.

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 the [Pakistan / CPBB / Call Center /Inbound [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *

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