Summary
Date Posted: Monday, November 21, 2022 , Base Salary: Not Disclosed

JOB DETAILS:

Job Summary
Deliver best in class customer experience, whilst meeting client’s financial needs by providing breakthrough one stop service in a consistent, professional, and friendly manner – embracing our Brand Values (Do the Right thing, Never Settle, Better Together).

Responsibilities
• Handling service & sales inquiries.
• Ensure to achieve high number of calls as individuals without compromising on the quality and professionalism.
• Strengthen customer service capabilities by adhering to required standards: Identify Bank, identify self, address customers by name; provide prompt, accurate and courteous service, and accurate records.
• Service recovery – turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.
• Provide Alternate Deliver Channels support – Digital migration through Mobile Online Banking platforms.
• Provide breakthrough one stop service in a consistent, professional and friendly manner – embracing our Brand Promise of Here for Good and Values (Do the Right thing, Never Settle, Better Together).
• Be effectively multilingual to better handle all inbound/outbound calls for all CPBB Clients (English, Kiswahili)
• Improve and maintain the Bank’s No 1 position in quality services and ensure that Group and other Business service levels agreed for various services are met.
• Provide prompt, accurate and courteous service ensuring to fulfil promises made to customers. Under-promise but over-deliver
• Support all Marketing related programs.
• Take all inbound sales calls/requests and forward those leads to respective staff for closure.
• Cross selling the bank’s products in the process of attending to customers – Service to Sales(S2S).
• Ensure better management of time, stationery, equipment, and telephone usage to manage costs
• Accurately follow identification protocols before advising customer details.
• Ensure to follow the Group Process Standards and Group Code of conduct as per business requirement
• Ensure to follow the Departmental Operating Instruction for all services and products handled at the Client Care Centre.
• Ensure that control lapses are identified in time and all significant risks are escalated to line management in time.
• Ensure no reputation/legal risk through strict following of CDD and AML guidelines.
• Ensure successful or minimal audit comments

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 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.


Work Hours: 8

Experience in Months: 60

Level of Education: Associate Degree

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