Client Centre Executive

2 months ago

Thành phố Hồ Chí Minh, Vietnam Standard Chartered Full time

**JOB SUMMARY**
- Handle inbound calls/Outbound from all Personal Clients (NTB, ETB) regarding service enquiry or transaction requests; fulfil clients’ needs within the same interaction as much as possible.
- Educate and steer client for interactions with the bank via digital channels.
- Any additional service focused mandates to be discussed separately.

**RESPONSIBILITIES**

**Strategy**
- Fulfil all service needs with maximum first call resolution (FCR)
- Manage calls handling time within target.
- Handle initial complaint handling or negatives feedback.
- Flow the enquiry, request to another stakeholder within turn-around-time.

**Business**
- Ensure team’s goal to maintain target Service Level, Abandon rate, First call resolution, call quality and service quality delivery.

**Processes**
- Deep understanding of the bank’s processes related different products to support client’s enquiries and requests.
- Maximize FCR rate by delivery answer at the first call.

**People & Talent**
- Develop skills though out self-learning, e-learning, on job learning.

**Risk Management**
- Follow bank’s code of conduct.
- Implement money laundering prevention in line with the Group Policy and Standards, local laws and regulatory requirements.
- Good understanding of money laundering prevention and compliance requirements, Group Policies and local laws through training, presentations, guidance, coaching & etc.
- Ensure compliance with the Group’s standards and regulatory requirements pertaining to Money Laundering and KYC.
- Participate in and/or support the Bank’s effort in combating money-laundering activities.
- Exercise due care and diligence on matters related to Money Laundering and KYC in the day-to-day operations, which include transaction monitoring, reporting suspicions, customer communication, implementing new requirements, updating, and revising operating procedures, acquire relevant knowledge and training, providing support to superior and subordinates.
- Ensure/assist unit head in creation and maintenance of a compliance culture, undertake compliance monitoring, generate timely and accurate compliance reports, proactively advise Country Compliance on compliance issues, and updates new matrices as communicated by the BCC’s.

**Governance**
- Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight and controls in the business and, if necessary, oversee changes in these areas
- Awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

**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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles

**Key Stakeholders**
- Branches
- Card Operations
- Lending Operations
- Account Services
- CMO
- IT
- Product
- Digital banking, Retail Analytic

**Other Responsibilities**
- Embed Here for good and Group’s brand and values in 2024 [Vietnam / Customer Service]; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

**Qualifications**
- Education College above
- Training Strong communication skill
- Languages English

**Role Specific Technical Competencies**
- English speaking skills
- Communication skills
- Teamwork
- Customer service mindset

**About Standard Chartered**
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 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, chal

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