Sr. Client Care Executive- Affluent COE

As a Priority Banking Customer Service Representative at Standard Chartered Bank, your primary responsibility will be handling customer queries via Voice/Chat/Email within the Priority Banking segment. Your goal will be to provide top-notch customer experience by consistently delivering delight to customers in relation to their queries, requests, financial needs, and problem resolutions, all while maintaining a focus on SCB Policies. To excel in this role, you must adhere to processes that ensure the highest customer satisfaction survey ratings, net promoter score, and other feedback ratings from customers. Continuous improvement is crucial if ratings fall below benchmark levels. Your duties will also involve ensuring adherence to established processes, facilitating first-time resolution, minimizing rejections, and customer complaints. Multi-skilling is essential in handling both inbound and outbound calls. It is imperative to maintain customer data confidentiality and achieve Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) set by the group. Striving towards achieving set targets and service standards is a key part of your role. You will also be required to probe and identify financial needs during service calls and pitch relevant solutions in line with customer requirements. In addition, you should have a high level of awareness regarding banking products, processes, KYC, and Anti-money laundering Policy. Displaying exemplary conduct and living by the Group's Values and Code of Conduct is non-negotiable. Taking personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, is paramount. Your role also involves responsibilities related to strategy development and implementation, business delivery, people and talent matters, risk management, governance, and regulatory & business conduct. Ensuring effective risk management and compliance with regulatory requirements is a critical aspect of your responsibilities. To qualify for this role, you should hold a degree and have a minimum of 6 months to 1-2 years of experience in CCC Operations, Service, Sales, CHAT, etc. Thorough product/process knowledge, strong communication skills, analytical abilities, and interpersonal skills are essential. A positive, polite, cheerful, and courteous demeanor is required, along with the ability to work under pressure, multitask, manage conflicts, and solve problems. Standard Chartered Bank is an international bank that values diversity and inclusion. If you are looking for a purpose-driven career and want to work for a bank that makes a positive impact, we encourage you to apply. By joining us, you will have the opportunity to grow, innovate, and contribute to driving commerce and prosperity through our unique diversity. At Standard Chartered Bank, we offer competitive benefits including core bank funding for retirement savings, medical and life insurance, flexible working options, proactive wellbeing support, continuous learning opportunities, and an inclusive work culture that celebrates diversity. If you are ready to be part of a values-driven organization that encourages growth and respects individual talents, we look forward to hearing from you.,