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
