Client Service Executive - Digital servicing & Service Quality Assurance

Job Summary

• The client service executive will be responsible for handling client queries/complaints and ask for any information via the digital channel eg Social media handles like face book, twitter, LinkedIn etc and the Chat Bot options. This will also include calling the client and engaging the client for any information required and provide resolution /clear queries.
• The team will also be responsible for working with the marketing and social media team to understand opportunities and supporting the business to launch , track and social media/digital campaigns and posts .
• The role will also be focused on analysing client feedback on the digital/other channels and supporting the manager to make the required changes to the process /product to fix the issue

Key Responsibilities

• To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB policies.
• Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community
• Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.
• Moderate all user-generated content on social media in line with the moderation policy for each community
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution.
• Sign up customers for value added services and digital education (as applicable)
• Tag the social media posts & calls accurately as per internal guidelines & policies
• Initiate and strive towards achieving set targets and service standards
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)
• Participation in operational or technical platform trainings, as needed
• Additional duties as assigned
• Give accurate information to customers on his/her queries & concerns
• Have high awareness levels on KYC and anti-money laundering policy
• Multi-skilled to handle both social media posts and outbound calls (as applicable)
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement
• Ability to write, think and work quickly without losing focus.
• Maintain the highest level of professionalism while managing sensitive issues.
• Demonstrate personal ownership and accountability.
• Show empathy while providing thoughtful and prompt resolutions.
• Initiate and strive towards achieving set targets and service standards
• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management
• Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable)
• Adhere to customer data confidentiality policy
• Adhere to all applicable rules / regulations and group policies
• Support the identification, development and implementation of continuous improvement ideas.
• Provides timely feedback to management concerning operational changes/ideas, and recommends solutions to customer service failures.
• Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall bran
• 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Skills And Experience

• Good communication skills
• Social media management - Understanding of Social Media platforms and jargon
• Knowledge of Microsoft Suite – Excel, Word, PPT
• Strong interpersonal skills m which encourages and promotes enthusiasm and team spirit

Qualifications

• Minimum qualification should be diploma holder /graduate

About Standard Chartered

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.