Sr Client Care Exec, Retention

Role Responsibilities

JOB SUMMARY
Define key responsibilities to reflect the duties and responsibilities of this role.

KEY RESPONSIBILITIES

• Call Mortgage/PL/Cards/SME customers who have written/called to the Bank for Closure with an aim to retain.
  
• Identify customer issues & provide a resolution.
  
• Explain retention offers & negotiate with the least possible reversal.
  
• Record findings and highlight. Accurate and complete data capture.
  
• Adhere to Cancellation & Reversal Budgets.
  
• Adhere to TAT for closure & Reversals.
  
• Controls and checks to be followed at all times.
  
• Ensure Data Security and Customer Confidentiality maintained at all times.
  
• X-sell products basis business needs and opportunity identified.
  
• Learn established process and ensure strict compliance at all times.
  
• Manage save rates as per standards

KNOWLEDGE/SKILLS/EXPERIENCE

• Graduate with very good communications skills
  
• Past experience in a similar role is preferred
  
• High on influencing and negotiation
  
• Strong analytical and communication skills
  
• Excel and system skills.

Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process.

People & Talent

• Reference all responsibilities related to people and talent matters, for example:
  
• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
  
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
  
• Employ, engage and retain high quality people, with succession planning for critical roles.
  
• Responsibility to review team structure/capacity plans.
  
• Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives

Risk Management

• Responsibilities relating to identifying, assessing, monitoring, controlling and mitigating risks to the Group, as well as an awareness and understanding of the main risks facing the Group and the role the individual plays in managing them. For example -The ability to interpret the Group’s financial information, identify key issues based on this information and put in place appropriate controls and measures
  
• All responsibilities under the Risk Management Framework – both execution and supervisory – should be referenced, for example, Act as the [Process] risk control owner under the Group’s Risk Management Framework (including relevant Operational Risk Framework ownership for [Liquidity] risk.

Governance

• Responsibilities relating to the direction, planning, structure, frameworks (e.g. processes and policies) and oversight. For example, 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.

Regulatory & Business Conduct

• This is mandatory standard wording. Tailor wording in brackets, but do not remove.
  
• 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 [country / business unit / [team] to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
  
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

QUALIFICATIONS
TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS

• Graduate
  
• Fresher or with 1-2 years of experience in service / Sales / Collection (as per the job role)
  
• Excellent communication skills in written and verbal English
  
• Strong service / Sales / Collection orientation (as per the job role)
  
• Strong knowledge of bank’s products & services and willingness to learn new products
  
• Manage conflicts and solve problems
  
• Patient, Non-Confrontational, Resilient
  
• Positive, polite, cheerful and courteous
  
• Flexible to stretch and work across different calendar days and time zones in a week/month
  
• Age limit (please specify) if applicable.

Our Ideal Candidate

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.

Visit our careers website www.sc.com/careers