Customer Service Executive

Job : Retail Banking
Primary Location : Asia-India-Mumbai
Schedule : Full-time
Employee Status : Permanent
Posting Date : 28/May/2023, 9:22:02 PM
Unposting Date : Ongoing

The Role Responsibilities

Job Role

Handle client query / request and complaint received via email, letter, calls and all sources.
Effective follow up and timely escalations to support functions.
Record complaints systematically in the Complaint Tracker.
Quality of resolution - Achieve the defined quality scores / standards.
Maintaining productivity standards
Attending training.
Self job performance evaluations done properly.
Increased customer satisfaction through timely customer complaint redresses to ensure that performance is optimized.
Ensure to comply with group procedures and processes.
Reporting to regulatory bodies and internal stakeholders in defined timelines as per set formats.
Strategy

Enhance client experience and increase customer satisfaction through innovation
Business

Client Engagement and Ownership for close looping
Processes

Customer Service Related to Broking Operations
Key Stakeholders

Internal (inter department) and external (clients) stakeholders
Regulatory and 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.
Lead the [country / business unit / function/to achieve the outcomes set out in the Bank’s Conduct Principles.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Our Ideal Candidate

Bachelor's degree
NISM VI, VII and VIII certifications
Role Specific Technical Competencies

Good communications skills (written and verbal)
Excellent in MS Office

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