Senior Client Care Executive - Telesales (QEX.910)

Senior Client Care Executive - Telesales (QEX.910)

10 Nov
|
Standard Chartered Bank Ltd
|
Chennai district

10 Nov

Standard Chartered Bank Ltd

Chennai district

Job Description

Job Description

Telesales outbound calling

Key Roles & Responsibilities

Growth of Footings Assets.

Growth of Footings Liability CASA balances.

Growth of Footings Liability Term Deposit.

Achieving month on month Targets.

Ensure 100 PERCENT documentation on system of all communication with the customer.

Ensure complaint resolution in agreed TAT.

Ensure minimum 80 PERCENT of the VOC score is achieved.

Provide professional customer service to achieve a high percentage of customer satisfaction and retention.

Manage the portfolio to de-risk against attrition and achieve stability of Portfolio.

Have complete knowledge of the customer base in terms of the profile,





demographics & psychographics and assets in the Bank and in other places.

Serve as the one-point contact to the Portfolio customers

Keeping up to date with the Socio-economic developments in UAE and Middle-East through Internet, Magazines and Newspapers

Effective usage of Know Me Lab (De-tox Centre, Call Bank self evaluation, Customer Profiling, Call Calibration Coaching)

Constantly updated product and process knowledge by successfully attending Tests/ Quizzes/ Certifications.

Ensure KYC/AML updates, proper documentation, Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.

Ensure compliance with the basic tenets of the Mis-selling so that complaints on Mis selling are nill.

Read, understand and comply with all provisions of the Group Code of Conduct, & Bank Values.

Ensure compliance with Local (UAE & India) and Group policy and procedures at all times.

Adhere to mandatory audit requirements and ensure no customer sensitive information is left unattended and all soft copy information is password protected

Contribute to the development of a Good and Healthy Portfolio by maintaining a complete audit trail of all customer communication.


Qualifications and Skills

Graduate / Undergraduate

Fresher or with 1-2 years of experience

Excellent communication skills in written and verbal English

Basic computer skills

Strong Sales orientation

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