Job ID 35197 Location Bangalore IN Area of interest Customer Services Job type Regular Employee Work style Office Working Opening date 21 Jul 2025 Job Summary Provide end to end resolution on client Requests Queries and Complaints by understanding the needs from the Voice of Customer through Emails and Calls Adhere to the Bank s process and policies at all times while handling clients Ability to think out of the box and identify alternate resolutions to provide enhanced client experience Apply procedures at all times and stay updated on changes to process and policies within the organization and referring to available details in knowledge bank Update systems and notes appropriately with all the interactions with clients and internal stakeholders Meet the key KPIs on an ongoing basis each month and achieve the areas of improvement as identified during review and coaching sessions Key Responsibilities Excellent Written and Verbal communication skills with strong grasp on grammar and phrasing Ability to analyze and interpret details from client emails and data available with the Bank to facilitate appropriate resolution Ability to multi-task specifically while interacting with client on calls so as to gather information towards resolution Basic knowledge on operating computers and working experience on MS Office Ability to be adaptable and flexible to changes in process policies and in line with dynamic business requirements Strategy Awareness and understanding of the Group s business strategy and model appropriate to the role Business Awareness and understanding of the client care centre inbound role and the impact of economic and market workplace in which the Group operates Processes Responsible for executing and supervising the Service Levels identifying the business opportunities challenges constraints which needs to get highlighted and bring in controls People Talent Customer centric approach while providing service Drive and persistence and thinking out of the box Take complete ownership towards resolution and use escalation matrix effectively and as appropriate Ensure that resolution is provided within the prescribed timelines committed to the clients Keeping the client informed at regular intervals on status of the case and if additional time is required Promoting digital banking and alternate self - help channels where applicable Be open and honest while communicating with clients and set up appropriate expectations towards resolution Risk Management The ability to interpret the Call drivers identify key issues based on this information and put in place appropriate controls and measures Governance Responsible for assessing the effectiveness and deliver effective governance oversight 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 rol Regulatory Business Conduct Display exemplary conduct and live by the Group s Values and Code of Conduct Ensure adherence to Group Code of Conduct at all times Behave professionally at all times both with Clients and Internal Stakeholder Treat colleagues and clients fairly and use of appropriate language during interaction Act as brand ambassadors of the Bank and ensure that actions taken do not impact the reputation of the bank including operational and financial Qualifications Graduates in any discipline Freshers and Experienced professionals with prior experience on Banking Finance Prior Experience in managing Email Service would be preferred Data interpretation analytical and decision making skills Skills and Experience Customer Service Experience Communication Sales Exposure 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 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 www sc com careers

📌 Exec, Client Care Ctr Service (Karnataka)
🏢 Standard Chartered Bank
📍 Karnataka