Contact Centre Agent (Karachi)
Standard Chartered Bank
Karachi, Pakistan, East
5d ago

Contact Centre Agent (Karachi)-(2200020093)

Primary Location

Africa & Middle East-Pakistan-Karachi

Posting Date

28 / Jul / 2022, 1 : 09 : 36 AM

Unposting Date

26 / Sep / 2022, 6 : 59 : 00 PM Role Responsibilities

Strategy

  • Supporting the client on any client-initiated needs
  • Delivering on transactions, service requests, mobile / online training
  • Fulfil 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
  • 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 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 and Talent

  • Knowledge of relevant Consumer, Private & Business 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 Client Centre Pakistan to achieve the outcomes set out in the Bank’s Conduct Principles : Ample knowledge of AML / CDD policy & Process as per Job role requirement.
  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

    Our Ideal Candidate

  • Should have minimum Bachelor's Degree
  • Good communication skills
  • Fresh or relevant Call Centre experience nor more than 2 years
  • About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 160 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
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  • 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, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with 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.
  • Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to.

    If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process. Visit our careers website

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