Client Care Executive - Multi Skill PSB-(2400004662) Job:Retail Banking Primary Location:Asia-India-Chennai Schedule:Full-time Employee Status:Permanent Posting Date:24/Jun/2024, 2:30:11 PM Unposting Date:Ongoing
JOB SUMMARY
To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.
RESPONSIBILITIES
Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)
Sign up customers for value added services and digital education (if applicable)
Tag the call type accurately as appropriate
Give accurate information to customers on his queries / concerns
Have high awareness levels on KYC and Anti-money laundering Policy
Multi-skilled to handle both inbound and outbound calls (if applicable)
Initiate and strive towards achieving set targets and service standards
Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)
Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management
Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable)
Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)
Customer Data Confidentiality to be strictly adhered to
Adherence to compliance with all applicable rules / regulations and group policies
Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement
Follow up on delinquent accounts to negotiate for timely payments (if applicable)
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: